Is there an Ignore Softkey for the 8821? Decline softkey send the call to voicemail and what the customer wants is that the call should then roll to the next phone in queue.
If the customer is available to pick up the phone why are they not?
I would say this request is more one of how you want to set up the busy trigger on the phone so the phone doesn't ring if on a call or to change the hunting method used so it is not top down.
Can you highlight more of the business need and your current hunt configuration and we can make recommendations.
This is in a Nurse Call environment.
What I have been told is that if the nurse gets the call, If the nurse is busy with another patient, they want to press the decline button then the call will be passed to the next Nurse in the queue. IDivert would send to Voicemail, but the phones do not have voicemail boxes so that does not work to have Nurse Call know the call was not answered.
Putting the phone into and out of DND is a cluggy option that is open to forgetting to toggle DND off.