We have this setup with 2 7960 phones. Each 7960 has a 6 line template with 3 lines configured. In the AC we have setup 2 users, recep 1 and recep2. The pilot point is configured with the following config:
recep 1 - line 2
recep 2 - line 2
recep 1 - line 3
recep 2 - line 3
line - xxxx
The first line is not configured as this is used if each operator has 2 calls to enable transfers.
All calls hit the pilot point from Auto Attendant so that which ever user is free gets the call, up to max 4 calls. If all both users have 2 calls each and a 5th call arrives, this gets forwarded to the extension xxxx which is a reception area in another location for tehm to take the call.
you could give each phone 6 lines and have up to 10 incoming calls if required.
If you have configured as above and Op1 has a call on line 1, provided op 2 is logged in op2 should automatically get the next incoming call. IF both ops are on calls and a third call comes in it should go to op1 line 2.
Not sure why this is not working for you. Have you disabled call waiting for these phones? If not this could be your issue. we have disabled call waiting and none of the AC phones are in pickup groups. Works a treat and without the cost of something like ARC.