7962 Can't use pickup group

Hey guys, maybe someone can help me out here. I have a pickup group and about 15 phones that are using it. One of the phones, a 7962, cannot pickup the calls. The CSS does have access to the pickup group partition. I've reset the phone several times and even rebuilt the phone completely. Stare and compare reveals no difference in the configs.
The user reports when they press the pickup softkey they get a key not available message. I have confirmed this is the behavior experienced when the line is not a member of a pickup group at all.
CUCM trace reveals nothing in the logs from that phone except for keepalives during a test call. It's like the phone never requests the pickup from CUCM. Another phone that is able to use pickup and answer the call has all kinds of messages from pickupmanager in the SDL.
I opened a TAC case but they are taking their time getting back to me. Any ideas?
Thanks!

Bug below references 7960 phones:
CSCsb74215
CallPickup is Broken !!!
1. I have Three 7960 Phones ---> Phone A ( 1400) in CallPick Group -->1384020005 , Phone B ( 1399 ) ---> in Callpick Group ---> 1384020005 .
Now Phone C ( 1403) Calls Phone A ( 1400 ) , Now don't answer the call on Phone A , Pick the Call from Phone B as both are in same Pickup Group , mesage displayed " No Call Available for Pickup ". 
Known Affected Releases: (1)
5.0(1.51.35)
If you don't believe bug is related:
What is the call manager version?
phone firmware version?
Is the line on the 7962 a shared line?  If it is a shared line, is part of the same pickup group?
Hope this helps,
Please rate helpful answers,
Thanks.

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