How works DND feature with CCD Agent ?

A rainbow user if configured with a collaborative profile can establish or accept Pure WebRTC calls not managed by the PBX. Such a call is not known by the OXE, not known by the CCD. During these calls Rainbow automatically withdraw the Agent of the CCD.

To avoid these calls, the DND is authorized for such a user CCD agent.

On the other side, concerning OXE calls, a CCD Agent is not allowed to be in DND. The Rainbow DND applies to PBX calls only if the option "Ignore VoIP calls when in DND" is selected. Since few sprints we have suppress this option from the rainbow client to respect the rule that a CCD agent is not allowed to be in DND. PBX calls are always presented to CCD agent.

So! for a CCD agent, DND only hides calls in pure WebRTC but let PBX calls be presented.

1. We can suggest you two alternative solutions
2. DND of the PBX is activated by the Agent (i.e. speed dial DND PBX prefix)