DND mode activated somehow

[Connexium Partner]

Hello,

I have a customer with some T57W installed. They are not using the 3CX apps or Web Portal. They dont even know what 3CX is for all they know. (They need it simple).

My problem is, somehow, an extension will switch to DND mode at the PBX level and I have no idea how. Is there a way to see in reports or logs what or how it got triggered?
When the 3cx extension is in DND, the deskphone does not show it. (no DND icons on the screen).

They are not using the dial-in voicemail (its sent to email).

also, Its a PRO instance of 3cx

I have looked around and cannot see where I could find this information or solve this problem.
Thank you for your suggestions

 

[ClaudioBassani]

Hi,
maybe the devices go into DND due to an hourly schedule (see forwarding rules -> states and Time zone and office hours settings). Or a user inadvertently enters the code * 60 * (DND activation) (* 61 * DND deactivation).
Or maybe it's a phone problem, Yealink T4 / T5 series have complicated DND management, see Yealink SIP-T2Series / T4Series / T5Series CP920 IP Phones - Administrator Guide on page 423 (418)

 

[Alphabetic]

You might need to bump up your logging for this. But, the activity log will give you some info.

 

[NickD_3CX]

For Yealink phones, as well as for other manufacturers that have support for CSTA, we "sync" in both directions the DND button on the phone(s) with Extension Profile Status in the Management Console.

This means that if the user presses the DND button on the phone, when you check the status of the extension in the Management Console, it will be in DND Status.
Then if you switch the status of the extension from the MC to Available again, then you will see it dissappears from the phone as well.

This is one more possible scenario that I can think of.

 

[Connexium Partner]

You might need to bump up your logging for this. But, the activity log will give you some info.

THIS!

I totally forgot about the Activity Log Settings! At level medium, I can now see:
11/30/2020 9:20:52 AM - Dial code has switched Extn:500 to DND=ON state

 

[Connexium Partner]

For Yealink phones, as well as for other manufacturers that have support for CSTA, we "sync" in both directions the DND button on the phone(s) with Extension Profile Status in the Management Console.

CSTA! I didn't know that! I will experiment with it.
My Grandstream GXP2130 was syncing the status with 3cx, was very useful but not my T57w...But thanks to you, I just noticed that this option is disabled in my T57W... Being able to show the user the DND is activated on his phone will solve this issue!

Thanks for the input, truly appreciated!