Queue and DND oddity

[swhite]

Hello,

We have some Polycom VVX400s (end of life support, but latest firmware available). We're seeing if we can continue using these but have ran into some oddities.

There's a Sales queue the phones are logged into. If the phones are put into DND mode via their local button, they return a 486 when a Sales call is handed to them. 3CX still attempts to hand the call while the phone reports DND. 3CX however doesn't fall over to another agent on 486 until the queue timeout is hit in this condition. For example, if the Queue is in Round Robin polling strategy, and agent 1 and 2 are in DND mode, and the time out is set to 30 seconds, it won't ring agent 3 until the caller has sat in queue for a full 60 seconds.

I created a login/logout line key configurations to do *62 / *63 which makes the functionality work normally. We don't want agents using the web clients when they have desk phones, so setting DND mode in there is not a preference. I'm also concerned 3CX will remove the *62 / *63 functionality entirely, forcing some webclient use for agents.

Any advice, or should we just ditch these phones?

 

[JohnS_3CX]

Hi @swhite

I would recommend to set speed dials for changing the PBX Status of the extension, so the extension will not be polled: https://www.3cx.com/docs/pbx-dial-codes/#h.k1evagb3e0i

Just use * 30 to make them "Available" and * 32 to make them "DND".
The DND Status of the extension also has the option to tick "Log Out From Queues" so you achieve both functions with a single button.

Newer supported phones will do this automatically via the DND button (like you originally wanted), so when the time comes to replace the legacy phones you can take a look here https://www.3cx.com/sip-phones/