I am trying to help a customer with an ACD group. They have one group the has 5 members, if they are all on the phone currently, the caller hears on hold music and is queued until a line becomes open. The other group appears to be set up the same way. If all members are busy the caller hears a busy signal instead of the on hold music. I have stared and compared the best I can and don't really see any differences?