Setting DND on hard phone will still make the monitored line ring for a half second to a second on another phone.

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  • Updated 4 months ago
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Setting DND is supposed to prevent that line from ringing and send callers to voicemail, currently when set on a Polycom desk phone it will prevent the phone DND is set on from ringing, but any phone with that line as a monitored line and is set to ring when monitored lines ring will ring for about a second before going to voicemail.

We have very confused assistants who are getting half-rings and then the call disappears from their phone, if DND is set in the application and not on the phone it seems to fix this issue.

The question comes up: Why have the ability to set DND on the phone AND in the app and have them NOT link up? The only time it would make sense to have them separate is if the DND softkey on the phone ONLY prevented THAT phone from ringing and the line would still ring elsewhere if there is another place to ring.

It appears the setting DND on the phone is supposed to do the same thing as setting DND in the softphone app, but setting DND on the hard phone doesn't set it in the app even though they attempt to do the same thing, this makes very little sense and would love some kind of response or explanation.
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Mike Rowe

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Posted 4 months ago

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Saadet - Community Support, Official Rep

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Hey Mike,

The DND setting on the hardphone is meant to only affect that device - not your whole extension. If you would like for DND to affect your whole extension, I would suggest toggling DND on/off from the webportal.
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Sam - U.S. Support, Employee

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Hello Mike,

To expand on what Saadet is mentioning, the DND setting that you set on a phone is for that device only, and nothing else. An extension can have multiple devices attached to it, and in certain scenarios you would want to set your deskphone to DND, and still allow other devices to receive calls on that extension. For me I utilize this feature when I am using my Desktop App, and don't want my physical deskphone to ring.

If you are trying to have the entire extension set to DND, you would need to make this change either on the portal at service.ringcentral.com or on the desktop app as this syncs to the entire extension.

Thanks,
Sam
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Mike Rowe

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The only problem with the way you are describing it is that it's not the way it works when you include multiple deskphones.

If I turn my deskphone on DND it turns off ALL deskphones with my presence line on it, or rather it will ring once before going to voicemail on the phones DND is not set on.

That part of my post neither of you addressed, if you'd like to take another attempt please go ahead, yes the softphone does ring when a desk phone is set to DND, but if one desk phone is set to DND it shouldn't prevent all other desk phones with that presence line on it from ringing in full.
(Edited)
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Mike Rowe

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I just did another test, and it now appears to be working as it is expected to, this is the third time I've tested this and the first time it's given me the expected result of continuing to ring on non-DND phones.

I don't know if there was an issue last week that was fixed, but the inconsistencies when it comes to these features is really annoying, I've gotten numerous complaints from our users about issues that seem to happen as one-offs where the feature doesn't perform when it needs to (such as their phone not ringing, call went straight to voicemail but DND was not turned on, this has happened on really important calls where they have to call the person back apologizing), and I've come across a few (such as this) myself where I've noticed it not doing what it's supposed to in the moment, and every test after seems to work properly. Either there needs to be better communication, or there needs to be better quality control.
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Saadet - Community Support, Official Rep

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Sorry that you've been experiencing some frustrations, Mike. The best course of action you can take is to document when these things happen and open a Support Case. It is possible that there could be things such as ISP or Network issues that cause some of these seemingly random occurrences, it's hard to say based on the information given on an online forum.