Phone DND for Call Queue - What happens?

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I have a routing center with about 9 people in it all using the Polycom VVX411 and Ring Central, and I'm a bit confused about the functionality.

If there are 9 people in my "Operations" call queue and all 9 of them have DND turned on (on the VVX411 itself) what happens to the calls coming into the queue?

What should be happening is any queue calls would then go to the overflow queue which rings a cell phone, but I don't think that's working properly? It almost seems as if the call is going from member to member even though their desk phone has DND activated.

Is there a difference between activating DND on the Desk Phone vs doing it on soft phone or web portal?

Thanks in advance!
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John Heck

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Posted 1 year ago

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Pamela Squires

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I am also curious about the functionality of the DND button on the phones.  It appears to keep the phone from ringing if it's a direct-dial call, but does nothing if it's a number in the queue.  The only way we can prevent the phones from ringing while in the queue is #1 to slide the "Accept Queue Calls" in the desktop app, or #2 to remove the member from the queue on RingCentral's website. 
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JD

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It's only setting DND on the desk phone. So if you have the app on your cell, or on your computer, and you haven't turned off Queue Calls there, then yes you'll still get them since one of your devices is Available. If you happen to only have the desk phone and put it on DND, then the queue shows the agent as Busy. If they all go on DND and none have desktop apps or cell phone apps, then yes it will go to Overflow queue.
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Saadet - Community Support, Official Rep

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Thank you for answering, JD!
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John Heck

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I have Desktop App and Smartphone turned off for all users in that queue (int the call handling section), but I still feel as though it's trying to hunt one of them out before forwarding to the overflow queue?
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Sam - U.S. Support, Employee

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To reiterate what JD said, the DND button on the physical phone, or the softphone, set DND only for the device itself, but not for all devices on that extension.

The only way to globally set DND for a single extension is through the service web. When a user logs on to service.ringcentral.com, they can set the entire extension to DND through the button in the upper right:




The slight lag that you are feeling John could be just this, our server is looking for a phone for a second or two, and then going to the overflow. I'd expect best case scenario to function if it is set through service web.

Warning: If you set DND on the system mailbox in the admin portal, it will set your company number as DND. Since you shouldn't be using your system mailbox for a user anyway, this shouldn't be an issue, but I wanted to include this bit of information to prevent disaster.

Sam
(Edited)
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Bryan

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Somewhat amazing that there is still no way to toggle "queue calls" on the physical phone.

"Oops I forgot to logout of the queue and already shutdown my computer..."

$RNG has a $6 billion market cap and this isn't an option? Baffling...