atx,
Yes one is an ACD agetn with Auto-answer set to ACD the other is a non-agent with Auto-answer set to none, I'll try testing these options.
98converter,
They are both plugged into the handset port using an M12 amp. We don't have any HIC cords to use the headset plug. We decided to standardize and have all the phones have the same setup, instead of some use headset port and some not.