I have a customer with an Option 11C who has calls ringing into ACD 6501. This is set to go straight to AA which does work fine. The receptionist phones (3 of them) have the same 4 DN's (6502,6503,6504,6506) set to SCR on each of them.

When someone press 1 in the AA it rings 6502 on all 3 phones, when that DN is busy it rings 6503 etc.

The issue they are having is that when all 4 lines are busy and someone press 1 the calls do not end up going anywhere.

Would ACD or UCD cure this to allow someone to hold until a receptionist is availabe?
If so can someone explain how to set it up?

I can add more DN's to the phone, but they don't want calls ringing while they are on another call.

Thanks