Queue ringing extensions in DND

[lcking919]

I'm having an issue where extensions that are in DND are still ringing when calls come in to the queue. While logged in to the queue, users will put their extensions in DND to stop receiving queue calls for a period of time, rather than actually logging out of the queue. The extensions show as in "Do not Disturb" in the Q-manager view but they still ring when a call comes in. The queue polling strategy is set to Ring All.

 

[Saqqara]

This is how queues work, they ignore dnd settings.

The only way. Is to get the agent to logout of the queue

 

[lcking919]

Ok, just to clarify, the only way for queue agents to NOT receive queue calls is to be logged out of the queue? There is no way for the queue to work based on the extension's status?

 

[YiannisH_3CX]

Hello @lcking919

Please note that you can have the extensions auto log out of the queues when the DND status is selected. Navigate to extension settings / Forwarding rules select DND and scroll down to Options.
Enable the option " Log out from queues" and click OK to confirm the changes. When the extension goes to DND the system will log that user out of the Queue while when the use goes back to Available the system will log them back into the Queues.

 

[lcking919]

Thanks for the info. In this scenario, the users use 2 different queues and are logged in to only one of them at a time. If they go into DND and are logged out of the queue that they are in, when they switch back to available, will they be logged back in to only the queue that they were logged in to before? Or will they automatically be logged in to all queues that they are a member of?

 

[YiannisH_3CX]

Please have a look at the following article that contains all the necessary info regarding this.
https://www.3cx.com/docs/pbx-queue-status/#h.ivks9coc1qu5
In short they will only be logged back in to the queues they were logged out of, not all queues.

 

[lcking919]

Great, thanks for your help. I enabled this setting on the extensions and it seems to be working properly.

 

[YiannisH_3CX]

Glad to see the issue has been resolved. Let us know if you face any issues