Presence: to distinguish between DND and Available

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  • Updated 11 months ago
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  • (Edited)
Can we get Presence to distinguish between DND and Available?

For example, I'd *love* to have the sidecar lights on a phone (525G2) turn "red" when someone is on DND instead of staying "green". Right now there is no way to distinguish at the sidecar the difference between when someone is on DND or really is Available as the light is green in both cases.

If you do this change, though, please *keep* the way that presence follows the person, not the phone. That way a Sales guy can continue to use his cell phone app or web browser to go on DND and the sidecar light will change to "red".
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Michael Eastman

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Posted 5 years ago

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Desiree, Alum

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Please VOTE in the upper right corner to request this app.
(Edited)
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Ken johnson

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Bravo! it is getting crazy! I am doubling in size in the next two months and my reception phones are spread out through 4 offices. Around 2 to 3 per site. I have the attendant (21) doing sequential rotation on those phones. works perfect other than no indication whatsoever for DND.

I would like to take it a step further though...

GREEN = available and not DND

FLASHING GREEN = available but in DND

RED = unavailable and on call

FLASHING RED = doing something but not on the call

ORANGE = bad connection

FLASHING ORANGE = ???

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Danielle L

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Will this ever been an option for the Polycom VVX 410? Once in a blue moon when we have our DND on we see the lights as RED as if the person is on the phone or unavailable. But we would like this to happen all the time, as we have employees that are in and out for meetings so they use DND and we would like the admin staff to know that they are not available on their phone. 
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Louise Desserre

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I too, as the receptionist, NEED something to be changed with this. I have to run down the hall to make sure my boss isn't on DND before sending calls to him and then he wonders what I'm doing and why I can't tell if his DND is on or not.
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Tony Sheets

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This reply was created from a merged topic originally titled Feature Request: DND Phone Presence Act as In/Out Board.

When set on mobile/ web/ phone DND should mark the presence of that person as "red", like when they are on a call. Many business use this functionality as an in/out board via their traditional PBX system.
(Edited)
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Amy Shumway

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ABSOLUTELY NECESSARY FEATURE!!!
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Louise Desserre

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This reply was created from a merged topic originally titled Presence to show when DND is on.

Needing presence to tell us when an extension is in DND mode
(Edited)
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Technical Support

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Is this still not a new feature? I had this problem when I had forgotten a coworker's phone was on DND and several transferred calls were not getting to her. I thought it was something wrong with the call queue, but it's just due to the fact that "Available" in RC online doesn't mean available on the phone. PLEASE fix this problem. Such a pain, and it ticks off our customers.

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Harold Holmes

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Can't believe this request is 3 years old and still not implemented. This is something that is on every other ancient phone system.
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Chad

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I too was shocked not to find this being a standard feature with RC.  We have lost many callers and potentially even lost sales when a caller has been transferred to another user unknowingly on DND and no voicemail is left by the caller out of frustration.
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Harold Holmes

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As a programmer, knowing all the code that goes in on the back end for a project like this, this has to be 12 lines of code, with 6 of those being comments. If I were to comment my code! ;-)
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Dan S

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Something really needs to be done on this one. It's not true presence if we cannot see the availability of our employees. 
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Daniel Cloutier

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we had this feature on our 20 years old Meridian, can't believe it is not on RC yet.
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Chris McFarling

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Much needed feature. Just implemented a system and the customer is surprised and disappointed that they can't tell if another user's phone is set to DND. They don't want to use the desktop app to set the presence status. The system should be able to determine availability based on the phone's DND status.
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Dan S

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How has this been an ongoing issue for 3 years? It's not only that DND can't be distinguished from available, but the presence between softphone and deskphone aren't even properly synchronized. It's like they gave up on presence, but still advertise it....THREE years!
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Chad

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100% agree.  Much needed feature!  My office setup relied on this feature on our old system.  I've stayed with RC with the assumption that this might soon become available, but I'm loosing hope and they will soon loose a customer.

Unfortunately feature requests like this rely on votes to make it to their To-Do list and for some reason this thread just isn't getting enough attention.
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Molly Weishaar

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Yes please fix this!  I see someone's light is green so I think they are available so I transfer a call to them  but they are on DND however they are still showing green!  This needs to be fixed.  Customers are getting angry.  I have no way of knowing if someone is at their desk!
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Chris Duquette, Champion

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we need the green light on the red light hahahah
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Dan S

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This is absolutely insane. This is basic phone system functionality and this request has been open for 4 years. Instead of resolving this, we're getting other worthless updates. Maybe you should let your customers know that this feature doesn't exist, prior to having them sign up. Maybe advertise that it doesn't exist.
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Jamie Abernathy

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I agree with the comment above this is ludicrous that this hasn't been addressed. We switched from an Avayya PBX and before that we had an old Merlin Legend that would do this VERY BASIC function. How can you as a company just ignore the fact that someone has their phone on DND and it doesn't reflect that on their presence button!! 
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Dan S

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It seems like the whole concept of "presence" was thrown out the window. Something as simple as skipping a user in a call queue if they're on DnD is not considered. How the...what in the...I just don't understand.
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PP

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Here's the response I got from a RingCentral support engineer recently when I asked about this. Unfortunately they obviously don't see it as a priority.  It's great and all that they're forward thinking but that's a little too forward thinking.

"While I can’t guarantee it one way or another, I don’t foresee us enabling this in the future.  

There’s not so much of a technical barrier as it is our philosophy. We are a mobile first and software company and focus more on how to get ahold of somebody. With the mobile application you can set availability from anywhere and control what devices ring, for how long, and so on. While we understand that physical phones are not going away anytime, it’s not our main focal point."
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Dan S

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That's exactly what presence is for. To know if someone is available, so that you can get a hold of them. If my receptionist sees that someone is available, they will transfer a call to them. If not, they will send it to someone else. Presence doesn't do this though. It shows someone as available even if they're on DND and dumping our customer to their voicemail instead of providing them with proper customer service. That response is just non-sense from someone who doesn't know what they're talking about.