Contact alerts don't sound in when device is locked?

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Contact alerts don't sound in when device is locked?

Hi all, my wife just got a new Bold from her employer (her 4th Blackberry). For some reason on this one her contact alerts do not sound when the device is password locked. Does anybody know how to fix this? I have googled extensively to no avail. I am not a blackberry user so perhaps I am asking the wrong questions. This is a huge problem for my wife since she is required to respond 24/7 to certain people (like her boss!). Thanks in advance for any help.
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