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DND and Automatic Callback

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Do Not Disturb (DND)

Do Not Disturb (DND) allows a user to silence incoming call notifications when they need to focus or avoid interruptions. When DND is enabled, incoming calls are sent directly to voicemail.

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Enable or Disable DND

You can activate or deactivate DND using either of the following methods:

  • Feature Access Codes (FAC)

    • Dial *78 from a client app or IP phone to enable DND

    • Dial *79 to disable DND

  • PBX Web Portal

    1. Go to Call Manager > Users

    2. Select the user and click Edit

    3. On the Extension page, toggle Do Not Disturb on or off

When DND is enabled, a DND icon appears next to the user in the user list to indicate the current status.

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Automatic Callback (ACB)

Automatic Callback (ACB) allows users to monitor a busy extension and automatically place a call when that extension becomes idle.

When a user calls another extension that is busy and a valid ACB condition is met, the caller hears a prompt asking whether they want to monitor the line and receive a callback when it becomes available.

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Enable or Disable Automatic Callback

Users can activate or deactivate ACB using either of the following methods:

  • Feature Access Codes (FAC)

    • Dial *33 from a client app or IP phone to enable ACB

    • Dial *43 to disable ACB

  • PBX Web Portal

    1. Go to Call Manager > Users

    2. Select the user and click Edit

    3. On the Extension page, toggle Automatic Callback on or off

When ACB is enabled, an ACB icon appears next to the user in the user list.

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Automatic Callback Call Behavior

Automatic Callback is an outgoing call feature that works between users within the same tenant.

The call flow is as follows:

  1. User A places a call to User B.

  2. User B is busy.

  3. User A activates Automatic Callback.

  4. The PBX monitors User B’s line.

  5. When User B becomes idle, the PBX automatically places a new call to User B.

Important

  • The caller does not need to redial the number.

  • The callback attempt is treated as a new originating call.

  • For the callback to succeed, both users must be available at the time the callback is initiated.

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Operating Parameters

Automatic Callback behavior is controlled by tenant-level parameters.

To configure these settings:

  1. Go to Advanced Services > Automatic Callback

The following parameters are available:

  • ACB Service Extension Number The default extension number used by the ACB service. Recommendation: Do not change this value.

  • Monitor Minutes The maximum time (in minutes) the PBX will monitor a busy line while waiting for it to become idle. Default: 30 minutes

  • Retry Originator Minutes The time (in minutes) the PBX waits before retrying a busy ACB originator (the user who requested the callback). Default: 5 minutes

  • Prompt Language Specifies the language used for ACB audio prompts.

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