DND on Grandstream GXP-2170

[redeemtech]

Something I've been unable to find any information on is the DND functionality not working as intended on the Grandstream GXP-2170 phones. Was running 3CX 15.5 and currently running latest V16. When the DND button gets pushed (which looks like mute) all phones in that 3CX group will go into DND and not receive calls.

 

[Evolute IT]

Something I've been unable to find any information on is the DND functionality not working as intended on the Grandstream GXP-2170 phones. Was running 3CX 15.5 and currently running latest V16. When the DND button gets pushed (which looks like mute) all phones in that 3CX group will go into DND and not receive calls.

Normally, the DND is per-extension. So activating DND should only do it for that extension.

Other than that, the behavior of DND is to not receive calls, so that's good.

 

[redeemtech]

Normally, the DND is per-extension. So activating DND should only do it for that extension.

Other than that, the behavior of DND is to not receive calls, so that's good.

I'm used to DND only being applied to the extension it was activated on. This issue is a big issue for my customer because if the button is accidently hit, the entire business no longer gets calls. It's easily turned off from any extension by hitting the button again.. but it's just annoying that it's not working as intended.

 

[Evolute IT]

I'm used to DND only being applied to the extension it was activated on. This issue is a big issue for my customer because if the button is accidently hit, the entire business no longer gets calls. It's easily turned off from any extension by hitting the button again.. but it's just annoying that it's not working as intended.

This is not normal, I do not have this issue. How many extensions are affected when pressing the DND? How many are in the group?

 

[redeemtech]

This is not normal, I do not have this issue. How many extensions are affected when pressing the DND? How many are in the group?

It's everyone in the 3CX group the user extension is assigned to. I have two groups setup, the main one has 8 extensions and the other group has 3 extensions. Each group operates the same. If a user in group 2 puts on DND, it only affects 3 phones, whereas the other group affects 8 phones.

 

[craigreilly]

The mute button the 2170 (and other GS products) activated *32.

So, goto that extension and see what *32 is doing - and is it the first line of defense for all calls - then forwarding to ring groups or something else.

I just tested this on a 2170 and it only stopped calls to my phone and no one else in the group.

Also check the extension status within 3cx and check if it is truly in DND status.

 

[YiannisH_3CX]

Also make sure that you are using the latest default templates and you are on the latest supported firmware. When pressing the DND button on the device DND should be activated for all devices under the same extension as the status is applied per extension.

 

[redeemtech]

Thanks for the replies everyone. The response from Yiannish makes me believe my issue is with the shared voicemail account I have setup on the device. This client needed a voicemail account that was shared between the users, and that extension is setup on each phone as a secondary account in the phone and modified in the template for the voicemail button to be that account. This is likely what's causing my problem. Is there something in the template that binds the DND/mute button to a specific extension? Shouldn't that be the primary user extension?

 

[JohnS_3CX]

If you DND an extension on a phone, it will DND that extension on all phones that have it.

So basically, you are "the same user" on many phones, and setting your ext to DND makes all the phones enter that state.

The problem is that the deskphone itself is a DND'd device now so the rest of its accounts will not receive calls either.

I think you will have to find another way to reach a common mailbox, perhaps via a BLF button assigned as a Custom Speed dial ringing directly to the voice mailbox you want: * 4 EXT_NUM

 

[Evolute IT]

If you DND an extension on a phone, it will DND that extension on all phones that have it.

So basically, you are "the same user" on many phones, and setting your ext to DND makes all the phones enter that state.

The problem is that the deskphone itself is a DND'd device now so the rest of its accounts will not receive calls either.

I think you will have to find another way to reach a common mailbox, perhaps via a BLF button assigned as a Custom Speed dial ringing directly to the voice mailbox you want: * 4 EXT_NUM

It would be nice tho to be able to create a group voicemail or something like that. Easier than having dummy ext.