What does the * do in front of an exit number of an ACD queue? 3

[MillTechNet]

Hi,

We have a few ACD queues that are set with a common exit point if the queue is unavailable. I'm confused because the exit point is voicemail 401 but the directory number shown as the exit point of the queue is *401.

What is the * all about?

 

[AlphaMann]

I assume *401 is a phantom of some kind. You Re using embedded voicemail?
My guess is that it was done for routing purposes (maybe a day/night difference).
To confirm what it is go to the maintenance screen use DGT TRACE *401
This will tell you what the number is (ie acd path, extension, hunt group etc).

 

[nekminnit]

Check if *401 is a hunt group.. If it is, check if it is configured as a 'nametag' hunt group? If it is then *401 is probably routing to voicemail 'always'.

If above is correct then its sending the caller to the voicemail mailbox of ext 401

Don't confuse DTMF with DTF. They have very different meanings....

 

[LoopyLou]

What people are doing with the *401 is shaking the integration so that the multiple queues can go into a single mailbox. Most likely *401 is a name tag hunt group. If you have a queue 500 and it eventually routes to voicemail, then the voicemail will try to put it in mailbox 500. The same would happen to queues 501, 502 etc. Therefore each queue would need its own mailbox. What people want is to have all the queues ( 501-502 ) to go into the same mailbox. So to do that you need to "shake" the integration that ties the reroute to the queue number. You do this using a name tag hunt group with a pilot number containing a leading star. That is why it is set that way. Don't change it.

If you are curious about the setup grand master kwbMitel has laid it all before you in other posts in this forum. Search for it grasshopper.

The beatings will continue until morale improves.

 

[MillTechNet]

Did as suggested with the DGT TACE *401 and you are quite correct, it is a name tag hunt group.

Many thanks for assisting me in understanding this!