I am trying to repurpose an existing unused ACD queue, to replace a workflow that had calls going directly from the main menu to a mailbox.


I set up the main menu so one of the digits sends the caller to the queue, and that is working properly. When I'm signed in to the queue I do receive calls. When I'm not signed in or I don't answer, calls fail over to a mailbox.


The problem is that I want unanswered calls to go to the existing mailbox on some other extension, but they are actually going to the mailbox with the same extension as the ACD queue. If that mailbox doesn't exist, they fail to the main menu.

I thought that I could control this behaviour with a Pilot DN. One already existed - the "Pilot DN" is the ACD queue's extension, the "Alternate DN" is the VM hunt group's extension (400), and "02: Voice Mail ID" was changed to the mailbox that I wanted calls to go to.

This didn't seem to make any difference - calls still go to the mailbox that matches the ACD queue's extension.

Thanks in advance!

Last edited by rstrek; 05/09/19 12:43 PM.