Customize your DND (Do Not Disturb) Status in v14 SP1

The Do Not Disturb (DND) button present on all IP Phones allows users to avoid calls ringing on your phone when you are busy. Traditionally it stops the phone ringing and gives the caller a busy tone.

Now in v14 SP1, the DND button toggles your status to Do Not Disturb, which users can customize according to their preference and colleagues can see their status in the presence screen. Previously, it would just set your status to DND, without changing your status, which meant that callers will receive a busy tone, but other colleagues will not be informed of your new status and any rules configured for that status in 3CX would not be triggered.

The new behavior makes the DND button much more useful and makes it much easier to change your status in 3CX. With this new function your deskphone communicates with the 3CX softphone and will react according to your 3CXPhone settings.

Previously when the DND button was chosen on the deskphone, the phone would send a busy tone to the caller.Once SP1 is installed and the phones are reprovisioned, when the DND button is pressed on the deskphone the user’s status will automatically change to Do Not Disturb status; giving the user many more forwarding rule options and publishes this presence update to all colleagues. Pressing the DND button again will change the status to Available.

By default, callers will go to voicemail once you press the DND button.

Do Not Disturb Button


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  1. Orlin Shopov

    What happens if user dials *60 / *61 codes, it looks like confusing …

    October 23, 2015 at 11:42 pm
    • Charalambos Eleftheriou

      @Orlin, thanks for the question. *61 and *60 are the global dial codes for the DND which, when dialled, disable all functions of the extension and not the DND that is assigned to as a forwarding rule. The new DND mentioned here actually dials *32 and refers to the DND Out of office status. I hope this answers your question.

      October 26, 2015 at 3:50 pm
    • Orlin Shopov

      Thanks Charalambos,
      this effectively means the following:
      – dialing *32 or pressing customized button, will enforce forwarding according profile DND (former Out-of-Office)
      – dialing *30 or pressing button again, will return the extension into ‘Available’ profile

      If you dial *60 this will enforce forwarding according ‘busy’ settings into ‘Available’ profile, as it used to be.

      What happens if customer uses ‘Available 2’ profile, specially time-based switching (Office Hours) ?


      October 27, 2015 at 1:01 pm
  2. Scott Thompson

    It also is not compatible with the DND button on Polycom VVX series phones.

    October 28, 2015 at 6:04 pm
    • @Scott: But can you configure this button? can you change the behavior of the DND Button? not all phones allow you to modify button behavior.

      October 28, 2015 at 6:18 pm
  3. Tim jenkins

    We have Cisco SPA502G phones and Yealink handsets also.
    The dnd on the cisco handsets do not behave as expected but the Yealink is fine.
    Can you confirm if its a supported feature on the Cisco SPA handsets ?

    October 28, 2015 at 6:51 pm
    • Charalambos Eleftheriou

      @Tim, thanks for the question. We can confirm that the DND status setting does indeed work with this Cisco IP Phone. Please make sure that you are not using any custom templates and that your phone is provisioned as per this guide:

      October 29, 2015 at 11:10 pm
  4. craig

    This is how I always set up my IP Phones. *30 / *32.

    The problem I run into is someone setting DND with the Phone then trying to use the software to change to Available. This sets 3cx to Available but the phone remains in DND… Not always easy to explain this to folks.
    On a recent setup, I convinced them to use dial codes (*30, 31, 32, etC) or 3cx Phone for Windows/Mac only and removed the DND function from the handset altogether.

    November 3, 2015 at 1:08 am
  5. Nice feature, but only half of the game.
    It works with my Yealink T48G. I can press the DND button and my status changes to “do not disturb”. But this works only in one direction.
    When I change the status with 3cx-Phone for windows, the phone don’t become the dnd status.

    November 5, 2015 at 10:39 pm
    • Charalambos Eleftheriou

      @Markus, thanks for the comment. This is by design. The DND status set from the IP Phone will also appear on the softphone, when activated from the softphone it will not appear back on the IP Phone.

      November 6, 2015 at 8:00 pm
  6. Matt

    We have Cisco SPA 504G handsets which do not appear to be working as expected following the upgrade to v14 SP1 – the DND button still has no effect on the extension status. They are running firmware v7.5.2, although I have today upgraded one to 7.5.5 but it makes no difference.

    All are provisioned as per the guide, with no custom settings. Should this feature work on our handsets?

    November 10, 2015 at 2:34 pm
    • @Matt – yes you are correct – Cisco SPA 504 G will not work. When we checked, the Phone did not allow us to modify this behavior and it was hardcoded to **7 . If you manage to find a way, it would be super – please let us know.

      November 10, 2015 at 3:23 pm
  7. BrianB

    We upgraded last night and I am trying to understand the new DND with Windows client/CTI. As i see it now, agents are still getting queue calls even when on new DND. Intercom and direct dial calls, DND applies. I see the option on 3cX manager extensions config to log out of queue when away/dnd, and that is one workaround, but sometimes I may only have one agent working in a queue. if they need to step away for a moment, if DND logs them out of the queue, then the rules for no one logged in apply which is not what I want. The old DND left them logged in so the call stayed in queue until they were ready.

    Is there another way to accomplish DND without logging out of queues?

    November 19, 2015 at 10:40 pm
    • Charalambos Eleftheriou

      @Brian, thanks for the question. To stop the extension from logging out of the queue when they set their status to either Away or DND, untick the ‘Log out of queues when not available’ setting from under the extensions settings ‘Office Hours Scheduling’ tab.

      November 19, 2015 at 11:53 pm
    • BrianB

      But that’s the problem. Unticked, if they change status to new DND, it only applies to intercom and direct dialed calls. Queue calls continue to come to their phones on this new DND status. When they are on DND or Away, they shouldn’t get any calls, at least on DND, and the call should stay in the queue until they change status to available, or the other threshold rules for the queue are met. DND should function like it did before, stop all calls to the extension, without having to log out of the queue. With a single agent queue, people have to use the restroom sometimes :) , that doesn’t mean that queue should be closed with no agent logged in, just stay in queue for a minute until they get back to available status. In my company, all queues that do not have an agent or calls meet threshold roll to my queue as a last stop. If I or another are not logged into my queue then business is closed and all calls go to voicemail for business closed. So now we have no way to dnd for a minute and leave calls in queue.

      November 20, 2015 at 2:34 am
    • Charalambos Eleftheriou

      @Brian, Thanks for the reply. Due to the limitation of these in page comments we are unable to offer direct support for issues that require investigation to resolve. Please contact your 3CX reseller/partner or distributor to open a ticket with our support team so that they can look into this for you.

      November 20, 2015 at 5:15 pm