Calls forwarded to desktop app should recognize DND status

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  • Updated 2 years ago
We have a number that is set up as a user, and this number first forwards to one desktop app, and then if that desktop app doesn't answer, the call forwards to another number. I would like to be able to set the desktop app to "Do Not Disturb" when I am not available so that the calls will forward straight to the next number instead of ringing the Desktop app for 20 seconds first. However, this is a feature limitation where forwarded calls do not recognize a DND status. It would not help me to set rules for different hours, because I need to be able to set the app to DND at random times on different days.This means that I have customers who have to wait on the line for an extra 20 seconds for no good reason because I am not available anyway. 
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Chaya N

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Posted 2 years ago

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Jasmine M, Employee

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This reply was created from a merged topic originally titled Extension should detect when forwarding number assigned to Softphone is on Do Not....

  1. Account type: [T1_RCO_2_P]
  2. A brief description of the business: Real Estate
  3. A high level description of the product or feature being requested:  For extension to detect when a digital line assigned to a desktop app used as a forwarding number is set to Do Not Disturb.
  4. A typical use case scenario explaining how your business would use the feature: Customer isn't using hardphones. All digital lines are assigned to the desktop applications. They have an extension which rings all of them. They need to be able to press Do Not Disturb on their respective apps, so that it doesn't ring them, instead of having to log into the account / extension repeatedly to turn the forwarding to the digital line either off or on. 
  5. Benefit of such feature: Ease of use for the customer. 
  6. Include any related case number if applicable: 05899582
  7. Number of Users and/or Digital Lines  12 users / 7 digital lines