​@sburton It might be related to the new user mapping feature. Could you send your call queue info and relevant user mapping info to me via da.kong@ringcentral.com ? Please also tell me a bit more about your use cases, e.g. if a call goes to call queue, and picked up by an agent. Should it look at the mapping for the call queue or the agent?

Call queues are set up to ring multiple users at a branch. Ideally, when the agent answers the call, it would use the agents mapping.