We want to replicate what the customer has on their MICS. When the call comes in the auto call attendant answers, if callers hit 0 it goes to the operator. If the operator is busy another person can hit a button on their phone and answer the call. If that person is busy it goes to a different person and continues this process until it is answered. How are they doing that?

Probably via a Hunt Group...

Sounds like a pickup key. Easiest way is to actually check the phone and not speculate.

They probably have the phones programmed to forward on a busy state

Thanks. We figured it out. They had 20 plus numbers that the privious tech assigned to different stations rather than to the switchboard. I'm sure that is why we take care of them now.