Warn/Stop DND users when calling Queues
Issue: When a caller with a status set to Do Not Disturb calls a call queue (hunt group) the answering agent call never connects. Both users are left with ringing call windows. In addition, the caller gets dozens of emails showing a missed call when the agent attempted a single to answer.
Support Response: In case 14508750 the Technical Adviser stated:
"Here the caller's client is cancelling the call. As checked with my Technical advisor and found that this is a known behavior with Microsoft.
Microsoft's supporting argument would be that your status is a direct reflection of your willingness to communicate at any given time. So, if you flag yourself as DND, then you are just that - not to be disturbed. So, it makes sense from their point of view that the setting is transitive."
Request: Since this "sensible" issue is a known behavior please handle the event in a reasonable way. Below are few options or make your own. In any case this issue is clearly an inappropriate status to leave alone and needs, and can, be correct in any number of ways.
Don't allow users with a DND set to call queues with a message telling them they can't call queues while set to DND.
Add a yellow message along the bottom of the call window (like you did to advertise Teams) to let them know that the call will fail because they are on DND.
Allow calls from answering agents to reach users inbound calls.