Enable a feature that allows extensions set to DND to be diverted to other extensions rather than voicemail.

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  • Updated 2 years ago
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We're having an issue with how to deal with extensions when employees are away from their desk. In order to remove them from a Call Queue Group, and stop their phone ringing with no-one being able to answer it, we're having to implement a new rule that when employees step away from their desk they set their extension to DND.

This works in removing the extension from the Call Queue Group, however it means that if someone dials their direct number, they're sent to voicemail. We would like for these calls to be diverted to someone else so that our calls can be picked up.
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Tess Nicholson

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Posted 2 years ago

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Mike, Official Rep

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Hi Tess,  

Since the system was designed this way in order for the intended recipient to get their messages, the best resolution is probably to set up an advanced rule and have calls forwarded.  Advanced Rule
(Edited)
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Tess Nicholson

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Hi Mike,

Thanks for getting back to me.

I tried the Advanced Rule earlier today with one of your representatives on LiveChat, however it doesn't over-ride the DND. He tested it his end too, and in the end said that there was no solution available and that I should submit a product request...

Thanks,

Tess
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Mike, Official Rep

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Try going into Messages and Notifications and turn off the option to take messages.  Then direct calls back to the group. 

Of course this would prevent them from receiving voice mails all together.  Do they need to receive voice mail at other times? 

(Edited)
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Tess Nicholson

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Hi Mike,

Will that also stop the voicemail from working out of office hours though?

We need the voicemail for out of hours, the requirement is for during office hours when someone steps away from their desk for while.

Thanks,

Tess
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Mike, Official Rep

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Yes it would.  They would have to change it back and forth.  So... We'll leave this up as a feature request.  Thanks for submitting. 
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Tess Nicholson

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Ok, great. Thanks for clarifying.

Hope there will be a solution soon!
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Mike, Official Rep

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We can't promise if/when this will be developed, but all "idea/feature request" are reviewed by our product team for consideration. 

Mike 
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Chris Duquette, Champion

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An in and out of the group key sort of like what Samsung had on its officeserv products would be a good idea here I think, wonder what will come of that.

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