Announcement to ACD going to VM instead of Queue

[wimpyone1]

We have a definity G3 with an announcement on our main number that allows callers to choose 1, 2, 3 for specific departments. Although the extension for the helpdesk is attached to the second option the callers go directly to voicemail. The helpdesk is on a ACD system so callers can choose to wait for the next available person or leave a message. If a caller calls the helpdesk directly they're given this option, but if they call the main number and hit "2" for the helpdesk it goes to VM directly. Is there a setting I'm missing? Or is it even possible to force the call out of VM and into queue from the announcement choices?

Thanks

 

[lever]

You say the extn for helpdesk is second option. How are you routing calls, ACD?. If so check to see your VDN for option 2 is not a mailbox.
If your using Octel to route calls can you show me the string. I might be able to see the problem.
Also is your VEC Q set so if no Agents availible it goes to v/m?

lever.