Hi -
For starters, look at the call coverage path in CallManager for the directory numbers that callers get busy. Do you have the DN routing to voicemail if the line is busy, i.e. the voicemail box is checked? The setting is called Forward Busy If so, make sure the DN is configured for a voicemail profile (Unity voice port hunt list). Another place to check is the Multiple Call/Call Waiting Settings. If the Busy trigger is set to 1 and the user is on the phone, the next incoming call on that line will get Busy (that means if call coverage is to voicemail, the caller would hear the Unity Busy greeting if one was recorded).
Ginger
