Do Not Disturb (DND) lets a user temporarily stop incoming calls from ringing their devices. When DND is active, callers are not left hanging — calls are silently routed according to your configuration, typically directly to voicemail.
DND is useful when a user needs focused time, is in a meeting, or is unavailable for a period.
Enabling Do Not Disturb
DND is controlled per user from the web app or mobile softphone:
Web app:
- Open the Voice web app.
- Click your presence or status indicator (typically in the top corner or navigation bar).
- Toggle Do Not Disturb on.
Mobile app:
- Open the mobile softphone.
- Tap the status or settings menu.
- Enable Do Not Disturb.
DND stays active until you turn it off manually, unless a scheduled DND window expires.
How Calls Route When DND Is On
When DND is active on your extension:
- Inbound calls do not ring your devices.
- Calls are routed directly to your voicemail, where callers can leave a message.
- The caller does not know DND is on — they hear standard ringing followed by your voicemail greeting, as if you were simply unavailable.
If your extension does not have voicemail configured, calls that hit DND will follow the fallback routing for your extension (typically the next destination in the call routing chain).
DND and Call Queues
If you are a member of a call queue and you enable DND, you are treated as unavailable by the queue. Calls will not be distributed to you while DND is active. Other available agents in the queue will continue to receive calls.
When you disable DND, you become available to the queue again automatically without needing to log back in.
Scheduled DND
Voice supports scheduling DND windows so users are not disturbed during specific hours without needing to remember to toggle it manually. Scheduled DND is configured per extension:
- Go to Extensions and open the extension.
- Look for the Scheduled DND or Availability Schedule option.
- Set the days and times when DND should automatically activate.
- Save.
Outside the scheduled window, DND turns off automatically and calls ring normally.
Note: Scheduled DND at the extension level is separate from organization-wide Business Hours settings. Business hours affect all inbound calls to your organization's main numbers. DND affects a single user's extension.
Checking DND Status
Admins and supervisors can see the DND status of all users in the organization through the presence panel or agent status view. This allows a supervisor to see which agents are available at a glance.
FAQ
If I am on DND, can I still make outbound calls? Yes. DND only affects inbound calls to your extension. You can still place outbound calls normally.
Does DND affect SMS messages? No. DND applies to voice calls only. SMS messages are still delivered to your inbox regardless of DND status.
What happens to a call if I am on DND and I have no voicemail set up? The call follows the extension's fallback routing. If no fallback is configured, the caller may hear a busy signal or be disconnected. It is recommended to have voicemail configured on every extension.