Please Help: Definity problem

I am working with Difinity PBX, with ACD routing. Caller/customer dials an extension and an announcement is supposed to play, which it does. But when an agent is in auto-in or manual-in it rings to agent’s extension and if they don’t pick up the call it puts the agent in aux work and on caller’s side it keeps ringing. It does not bounce to voicemail like it should. I am under pressure to figure this out.

Many thanks for any help you can provide.
mailto:amccull@cap.org