Determining a User's Busy Status

Last Updated : Aug 30, 2026 |
Various system features allow users to handle more than one call at a time. Therefore the term "busy" has different meanings. To other users it means whether the user is indicated as being busy. To the system it means whether the user is not able to receive any further calls. The latter is used to trigger 'busy treatment', either using a user's Forward on Busy settings or redirecting calls to voicemail or just returning busy tone.  
  • Busy Indication - In Use
    The user busy indication provided to programmable buttons and to user applications, is based on the monitored user's hook switch status. Whenever the user is off-hook, they will be indicated as being busy regardless of call waiting or call appearance settings.
  • Busy to Further Calls
    Whether a user can receive further calls is based on a number of factors as described below.  
    • Logged In and Present
      Is the user logged into an extension and is that extension physically connected to the system.
    • Busy on Held
      If a user enables their Busy on Held setting, whenever they have a call on hold, they are no longer available to any further incoming calls.  
    • Appearance Buttons
      A user's call appearance button are used to receive incoming calls. Normally, whilst the user has any free call appearance buttons, they are available to receive further calls. Exceptions are:
      • Reserve Last Appearance
        Users with appearance buttons require a free call appearance button to initiate transfers or conferences. Therefore it is possible through the user's configuration settings to reserve their last call appearance button for outgoing calls only.
      • Other Appearance Buttons
        Calls may also be indicated on line, call coverage and bridged appearance buttons.  
  • Call Waiting
    Users of phones without appearance buttons can use call waiting. This adds an  audio tone, based on the system locale, when an additional call is waiting to be answered. Only one waiting call is supported, any further calls receive busy treatment.  
  • Hunt Group Calls
    A user's availability to receive hunt group calls is subject to a range of other factors. See Member Availability.
Related links
DND, Follow Me and Forwarding