Agent Global DND and Personal Working Hours Behavior Change
    • 22 Jun 2023
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    Agent Global DND and Personal Working Hours Behavior Change

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    Article Summary

    Dialpad is working to transform how the world collaborates by designing innovative products powered by advanced communications AI. They constantly release updates with new features and capabilities to enhance user experience. One upcoming feature will impact Contact Center Agents and Supervisors. Currently, when an Agent enables their "Do Not Disturb" (DND) mode, they do not receive any inbound calls, including Contact Center calls. However, with the updated product, Agents can turn on their Global DND and still receive Contact Center calls while blocking other inbound direct calls. If an Agent wants to stop receiving calls from a specific Contact Center, they can activate DND for that particular center. To stop receiving calls from all assigned Call Centers, Agents must set themselves as "Off Duty." This feature update will only affect routing rules for assigned Departments and Mainline, not Contact Centers. The release date for this feature is Tuesday, February 14th.

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    We’re on a mission to completely transform how the world works together and our team works around the clock designing groundbreaking, truly unified products — all powered by the most advanced communications Ai in the world!

    We're always rolling out updates containing new features and capabilities to ensure you get the most out of Dialpad. Let's take a look at a feature we have coming out soon.

    Who Can Use This Feature
    Dialpad Ai Contact Center Users.

    Who will this impact?

    Contact Center Agents and Supervisors

    What is changing and why?

    Currently, when an Agent is on-duty in their Call Centers and they enable their Global Do Not Disturb (DND) status, they will not receive any inbound calls, including Contact Center calls.

    With our updated product, when an Agent is on-duty in a Call Centers and they turn their Global DND on, it will prevent them from getting any inbound direct calls, Mainline and Department calls, but they will still continue to receive Contact Center calls.  

    If an Agent wants to stop receiving calls from a specific Contact Center, then they can put themselves in DND for that Contact Center.  

    If an Agent wants to stop receiving calls from all of their assigned Call Centers, then the Agent must put themselves into the “Off-Duty” status.

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    With this feature update, Personal Working Hours will only impact routing rules for your assigned Departments and Mainline, and not Contact Centers.  

    Meaning, if your personal working hours close at 5:00 PM, and your assigned Shared Line receives a call at 5:01 PM, your devices will not ring, even if your Shared Line closes at 6:00 PM. Instead, the call will be routed to other available Operators assigned to that Shared Line.

    This updated feature is helpful for customers who wish to keep their Agents focused on Contact Center calls.

    When will this be released?

    Soon! This feature will be live to Dialpad Users on Tuesday, Feb 14th.


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