Disable Do not disturb

[unslog]

Hello,

I have a paid subscription with 3CX, so I’m unsure why I’m restricted to this group, anyway

We’ve been using 3CX for a little under a year, and we’ve noticed that some users are frequently placing themselves in “Do Not Disturb” (DND) mode throughout the day. This creates an issue with call distribution in the department queue, as calls are not being shared evenly. In some cases, we’ve found that all members of a queue have set themselves to DND, pushing their calls to the overflow queue.

I’d like to know what options are available to prevent users from placing themselves in DND or other statuses that stop them from receiving calls.

Additionally, we have Office 365 integration, where 3CX syncs users’ Teams presence/status. I’m wondering if the Teams status overrides manually set 3CX statuses like "Do Not Disturb." For example, if a user is marked as available on Teams, will it override their DND status in 3CX?

Thanks!

 

[NicholasP_3CX]

This is a very easy fix.

Go to the forwarding rules of the users and select Do Not Disturb. From here you can prevent them from being logged out of the queue when in this particular status/profile.



You also have the option to prevent them from going into the forwarding rules and re-enabling this option by them selves



What the user sees



What the user would see if they had the forwarding rules available to them

 

[noord]

Regardless of this technical solution, I am really interested why all of your call center agents would all set themselves to 'DND'.
I mean, yes, it's really quiet and all but.....I mean.... perhaps they would be happier in a different line of work then
Or you have really annoying customers calling them

 

[unslog]

Hi NicholasP_3CX

Thank you for your response. I have implemented the suggested changes and will monitor their effects.

Could you also assist in clarifying how 3CX presence syncing works with Teams, especially when manually adjusting a user's presence in 3CX?

For example, if a user sets their status as "Away" in 3CX, but their Teams presence shows as "Available," will 3CX automatically override the "Away" status with the "Available" status from Teams?

I appreciate your assistance.

 

[NicholasP_3CX]

Up until Update 2 you can only select which way you want the presence syncing to flow.

It is either Teams --> 3CX

or

3CX --> Teams

Once the M365 integration is done you can click on the M365 button on the users page. You do not need to have the Teams direct routing enabled for the presence sunc.



The options are shown below.



In Update 3, the syncing is bi-directional and you can enable this very easily