Direct Chat never works?

[Classy_Katy]

Hi, I believe the light is still green when someone is already on another call and as the message is saying they're busy, my guess is that they're on another paid call.

When a call comes through we are given the option to accept or reject the call but don't know who the caller is. Sometimes the system cuts out as soon as they're about to be put through...and sometimes during the call too.