DND doesn't log out from Queues

[Yellow_Flash]

Hi all,
Hope you are doing well.


We are running v18 Update 5(build 415) On premise.
Firewall checker passed, and everything works fine.


We are using a couple of Cisco Spa Phones.
When the users press DND button, the phone goes to DND mode but the issue is that it doesn’t log out the extension from the Queue.
The ring pattern for this queue is “ring all”.
I can see from the wallboard that an incoming call to the Queue does go to all the extensions, the only difference is for the extension that is put on DND.
For this particular extension, the call does go to the extension but it is for a split second and then gets terminated, and this keeps on happening until someone picks up the call from another extension.


Basically, when I press the DND button on the Spa phones, it isn’t logging out the extension from the Queue, and still shows as available in wallboard.
Because of this, the Abandoned/Polling number for this particular extension is very high
And not all Spa phones have this issue, some of them works fine.
What can be done to rectify this issue?

Thank you in advance.

 

[GeorgeP_3CX]

Hi @TechieGuy,

Please be informed that in order for an extension to log out of a Call Queue when switching to DND, you will have to enable the option "Log out from queues" in the 'Forwarding Rules' tab in extension's configuration page.

 

[Yellow_Flash]

@GeorgeP_3CX thank you for the response.

Yes, all these settings are already in place.

The issue is when we try to put the deskphone on DND, this setting isn't being taken. It is still logged into Queues.

If I put the extension on DND from Softphone or Windows Client, then it works like a charm.