Call Center DND vs Off Duty Toggle
  • 13 Sep 2023
  • 1 Minute to read
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Call Center DND vs Off Duty Toggle

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  • PDF

Article Summary

We often hear "What is the difference between my Contact Center's DND toggle and putting myself Off duty?"

So, let's break it down. 

Off Duty/Availability toggle 

The Off-Duty toggle disables an agent's ability to receive calls from any Contact Center they are assigned to, regardless of their DND settings for that Contact Center.

In the example below, Kyle's DND toggle for the Aerolabs Customer Support Contact Center is set to OFF, meaning he is ready to take calls for that Contact Center. However, since he has set himself Off Duty, his DND settings are overridden.

Dialpad Tip:

The Off Duty toggle will override any DND setting for any Contact Centers you are an agent of. If you toggle your DND setting to Off, while you are set to Off Duty, you will stay unavailable to take calls until you toggle yourself to Available.

Contact Center do not disturb 

Agents who are assigned to a Contact Center or multiple Contact Centers can set themselves on or off duty for whichever Contact Centers they want to accept calls for.

In the example below, Kyle is assigned to 5 different Contact Centers and has marked himself Available to take calls.

However,Kyle has enabled Do Not Disturb on the Aerolabs Customer Support and Global Customer Support Contact Centers, so he will not receive calls for either of those two Contact Centers.

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