3CX “LIVE CHAT” show up on “Busy Hour” or “Weekend” or “National Holiday” Mode

[eangney]

Dear Experts, All,

Does 3CX have a feature for “LIVE CHAT” like when on “Busy Hour” or “Weekend” or “National Holiday” there will option to leave or show/telling that Company/staff is busy or might late in reply or weekend or national holiday mode?

 

[VasilisV_3CX]

Hi @eangney,

If you're using the 3CX version of Live Chat (linked to your PBX) then by having the Office Hours set, would log agents out of the queue by default (switching their profile to DND - though you can confirm this in the Extension >> Forwarding Rules >> DND >> Log out from queues).

This means that the agents would not be online to receive the chats and on the Live Chat side, you can enable Offline Messages so when a chat is started, a message will be returned mentioning whatever you'd like it to.

 

[günther_e]

Hi, you mean the user has to switch status to DND manually?
And then, if no agent is in the queue, the chat offline message appears.

 

[VasilisV_3CX]

Hi @günther_e,

No, the status can switch by setting hours on the PBX itself as found in Management Console >> Settings >> Timezone, Office Hours & Holidays. When the PBX switches to out of office hours, the extensions will be changed to DND and logged out from the queue (if you've followed the information I posted in my previous response).



And then yes, the offline message will appear!

 

[günther_e]

I understand.
So the following setting will switch the status to DND.

We have some special case here. ;-)

If the extension is set to DND if have to configure "Forward Internals Calls" to the extension Number to ensure that the user is avaliable for internal calls. Am I right?

 

[VasilisV_3CX]

Hi @günther_e,

If the extension is set to DND if have to configure "Forward Internals Calls" to the extension Number to ensure that the user is avaliable for internal calls. Am I right?

No, you can try this and what will happen if the extension is DND, it will not work.

The best thing to do if you're wanting ONLY the Live Chat to not take chats during hours but you need extensions to take calls (internal or external), would be to set the operating hours in the Live Chat plugin itself:



The idea to set hours on the PBX is if you have regular hours you don't want agents to take calls (say after hours and during break times).

If I've misunderstood your use case, please feel free to tell me exactly what you're wanting as an outcome.

 

[günther_e]

Oh well... that is exaclty what we need.
Is "chat operating hours" only avaliable in the WordPress plugin?

I can see only this options in the webconfiguration:

 

[VasilisV_3CX]

Hi @günther_e,

Let's clear up some things to avoid any confusion.

1. Where did you install the live chat plugin to?
2. Is that a Wordpress site?
3. What version is the plugin?
4. How did you install the plugin?

Is "chat operating hours" only avaliable in the WordPress plugin?

Yes, you'll need that specific plugin.

 

[günther_e]

Hi,
we are running a 3CX on premise installation. On our webserver we use the callus.js generated from your site.

So I because we have no Worpress site I am sorry I can't give you the Information about the plugin version ;-)

 

[VasilisV_3CX]

Hi @günther_e,

Unfortunately the option to set hours is specific to the Wordpress plugin version.

 

[günther_e]

bad luck :-(

Is there a plan to bring that amazing feature to the non WP version?

 

[VasilisV_3CX]

Hi @günther_e,

Not that I've been able to find in the Ideas section. While I urge you to use the 3CX Live Chat for Wordpress plugin (available for WordPress, Drupal, Joomla, Wix & Weebly); if it's not feasible, you're welcome to contact a 3CX Partner to assist post this as a feature request on your behalf.

 

[günther_e]

Aha ... you write the WP plugin is also avaliable for Joomla... thats good news. Our Site runs with Joomly.
I never thought that a WordPress plugin is avaliable for Joomla ;-)
So - due to the heat in Austria - can you help me once more and tell my where I can find the Joomla plugin?

 

[günther_e]

Can I use that extension?

https://extensions.joomla.org/extension/3cx-live-chat/

 

[VasilisV_3CX]

Hi @günther_e,

Yes you can go ahead and download the plugin.

 

[günther_e]

Thank you very much. So I think my question has been answered although I've hijacked the chat from @eangney. :-\

 

[VasilisV_3CX]

No problem @günther_e. If you require any more assistance feel free to open a new thread.

 

[NickD_3CX]

Hi @günther_e

I'd like to point out that there may have been a misunderstanding here, that yes there is a plugin for Joomla and Drupal, but the functionality that was being discussed originally (Office Hours), isn't available.
The Joomla/Drupal plugins have the same features that the Code Generator have.

 

[günther_e]

OH NO!

Why?

 

[ChrisC_3CX]

@günther_e
3CX's Live chat functionality for the supported non WordPress sites is based on what our Live Chat Setup Wizard will generate and the specific functionality you are referring to cannot be included in the generated code.