Calling
DND (Do Not Disturb)
DND sets the hours in which MySA must not ring your customers and, separately, whether it should still answer them, with calls that fall inside the window held rather than lost.
What DND does
Do Not Disturb is a daily quiet window for your business. It controls two things independently:
- Outbound calls: whether MySA may ring your customers during the window.
- Inbound calls: whether a customer ringing you is answered during the window.
They are separate on purpose. A business that stops calling people at night usually still wants its phone answered.
A few facts about how it applies:
- You set one window, with a start time, an end time and a timezone, and it applies every day.
- A window whose end is earlier than its start crosses midnight. For example, 22:00 to 08:00 means overnight.
- DND belongs to the business, not to one workspace, and it only ever acts on Live calls. A Test call is never blocked.
- Only the workspace Owner can see or change it.
Set your DND hours
- Open Calling → DND in the left menu. It appears in your Live workspace, for the Owner.
- Set the Start time and End time.
- Pick the Timezone those times are read in.
- Choose what the window blocks:
- Outbound calls: campaigns, follow-ups and callbacks wait until the window ends. Blocked by default.
- Inbound calls: whether incoming calls are answered. Not blocked by default.
- Turn on Enable DND to make the window take effect.
Switching DND off keeps your hours saved and simply stops them having any effect. Turning it off for a week does not lose the times you chose.
DND history
The page keeps a history of the last ten days: one snapshot per day, plus a row for every change with who made it. If you need to know who turned DND on, the answer is there.
Held calls: are they lost?
No. A call that comes due inside a DND window is held, not cancelled. It waits and goes out once the window opens again. Nothing is charged while it waits.
So a campaign that looks stalled overnight is usually doing exactly what you asked. The calls appear the next morning rather than disappearing.
Two things follow from this:
- A held call keeps the number and purpose it was created with. A morning release can dial about something a day old. If that is not what you want, stop the campaign rather than waiting.
- DND does not shorten a campaign. The calls are still yours to make; they are only moved to after the window.
Tip: If calls are not going out and DND is off, DND is not the cause. Check that the campaign is published and approved and that your wallet has balance before raising a ticket.
Related
- Campaigns: publishing, pausing and stopping campaigns
- Follow-ups: callbacks that DND also holds
- Inbound calls: what the inbound switch affects
- Wallet and pricing: why a call might wait for balance instead