No it is not an ACD Agent. The DN is a 20-key DKT phone that has been in use by that person for quite some time.
The call center host was not on this system - it was an Oracle hosted call center application, so our toll-free was being routed to a number they had provided to us. That service has been removed, which is why the toll-free is now being routed back to this system.
I just now changed the DID to a different DN. Exact same behavior. Calling DID rings the new DN. If the station is busy it goes to the voice mail of the new DN. If calling the toll-free, it rings to the new DN. If the station is busy, it goes to the auto-attendant.
Yes, calling the DID directly works perfectly. It's only when dialing the toll-free that it does not go to voice mail when the station assigned to that DID is busy.
