What happens is that when a user is on an active call, and they get another call coming in whether it be from an internal extension, direct or sent from the receptionist.... the phone keeps beeping in their ear and they cannot effectively talk to the original active phone call because of these interruptions. I know this happens using the app on the computer and the cell phones. The user should not have to keep hitting dnd or anything like that. They should be able to have it set on their extension in the settings area for call handling. The setting should be simple, turn it on or off. If set to off, they will still get call waiting beeps in their ear if on a phone call already. If set to on, the caller should go straight to the users voicemail if already on a call. If needed, and people want more options, there can be a greeting if they get sent straight to voice mail that the caller is currently on the phone and you will be sent to voicemail. Something of that nature.

Customer wanted to stop the ringing when another call came in even though they are already engage on a call and automatically route it to voicemail

Can something be developed to automatically put incoming calls into VM while on existing call without having to manually put yourself on DND? We had prior systems that did this and users are frustrated when training or on important calls with clients and calls ring through disrupting the current call if they forget to put DND on