Extensions Stuck on DND

[dake]

Hi All,

We have a customer who has an extension which is stuck on DND Mode.
The extensions shows available, no phone connected only the app, or webclient.

On verbose logging the activity shows: "Extn:xxxx is in DND mode"

Changing the extensions to away and back to available is not working. Dial codes *60 or *61 has been deprecated and not working anymore in V20.

Anyone has a clue how to change the extension back to available?

 

[Charles_3CX]

Hi

You may open a support ticket via your partner portal to advise you on this.

 

[Elil_TeleProTech]

Hai,

What about, go to teams in Web Interface ->Teams , u can see the extention -> click three dots, -> Set Status.

Can you try this step.

Thank you
Regards
Elil

 

[dake]

Will try this step tomorrow as the user is already home. Normally this should not be possible as the status from Teams should be synced to 3CX, but i will try.
Thanks for the reply.

 

[Elil_TeleProTech]

its not MS Teams.
I'm taking about, after login to 3cx left side you can see Teams under that u can see the all extention, there try above step.

 

[dake]

Sorry my mistake, but already tried that. First switched to DND then the log says the extension is already on DND, switching back to available the the log says it has switched to available. Aftre this try calling the extension en the log says again the extensions is on DND Mode, but the interface stays on available.

 

[Jesse Factoria]

Hi,
make an export .csv of your user
Check the DND cell, if value = 1 you need modify the cell
delete user and import again
For V18 ....


Or in panel admin, user local, forwarding rules, change status in / out ouffice automatique ?

 

[dake]

Hi Jesse,

Unfortunately maybe the CSV should have worked all the rest did not work.
But we found the solution,

Add the deprecated dialcodes *60 and *61 back, send through the phone *60 and the user go back to available.
We checked the backup before migration to V20 last week. And the extension was on DND just before we migrated to V20.
So when the system went over to V20 the extension stays on DND without a solution to revert the DND besides the solution above.
We have removed the dialcode *61 and left the dialcode *60 just in case there are other extensions with the same issue. We will be removing the *60 within a few weeks when we are sure there are no others left stuck in DND mode.

If anyone reads this from 3CX please check in the migration process for any extensions on DND and change them back to available before the actual migration starts.

Charles_3CX​

 

[Charles_3CX]

Hi Jesse,

Unfortunately maybe the CSV should have worked all the rest did not work.
But we found the solution,

Add the deprecated dialcodes *60 and *61 back, send through the phone *60 and the user go back to available.
We checked the backup before migration to V20 last week. And the extension was on DND just before we migrated to V20.
So when the system went over to V20 the extension stays on DND without a solution to revert the DND besides the solution above.
We have removed the dialcode *61 and left the dialcode *60 just in case there are other extensions with the same issue. We will be removing the *60 within a few weeks when we are sure there are no others left stuck in DND mode.

If anyone reads this from 3CX please check in the migration process for any extensions on DND and change them back to available before the actual migration starts.

Charles_3CX​

There is no visual representation available to show when a user dials *61...

These codes are not present in version 20. Therefore, I kindly requested that you open a support ticket so we can provide guidance on the next steps.

Additionally, the Global DND options that were set as dial codes were removed from the dial codes section and deprecated in version 18 to prevent their usage, but they remained as a parameter in case someone dialled the global DND option, which were then subsequently removed on v20.