Hello Team,

I would like to submit a feature request on behalf of the customer(WellBe Senior Medical), following a platform update on March 28th.

Core Use Case:

When a user enables DND, the expectation is that the system treats the user as unavailable (i.e., the user’s devices do not ring) while still allowing the call to continue through the standard Work Hours (My Work Day) call flow and follow the “If no one answers” routing rule to reach a configured backup extension or queue.

Background (Earlier Behavior):

Before the update, the system effectively supported this use case. When DND was enabled, the user’s device did not ring,however, the call was still treated as unanswered and continued through the Work Hours flow, ultimately routing to the configured backup destination.

Although this behavior was not aligned with the intended design of DND, it existed for several years and the customer built their workflow around it.

Current Behavior (After Update):

After the platform update, DND now works as designed. When enabled, calls are immediately handled based on DND settings (such as voicemail, forwarding, or announcement), and the Work Hours routing is no longer triggered.

Engineering has confirmed that reverting to the previous behavior is not feasible.

Customer Requirement:

The customer would like to achieve the same core use case described above when DND is enabled, where calls continue through the Work Hours “If no one answers” routing.

Request:

Please evaluate if it is possible to support this type of use case in the future release, either through enhancements to DND handling or any alternative approach.

Regards,
Srikanth