If a users call into a call handler, and then transfers themself to a user, if that user is on the phone it goes to voicemail even though they're busy trigger is 2. If the user is not on the phone it goes right to them.
Is this only happening when the second call is coming from the call handler? How about if the user is OTP and they receive call which is not originating through the CH. Are they able to answer then or does it go directly to VM as well?
What is 'max calls' set for?
It happens from any user/ch on the system. If they are OTP and a calls comes from another phone or pstn it works fine. Their max calls is set to 4.