3CX Live Chat & Talk Office hours & holidays

[Infinitel]

3CX Live Chat & Talk works like a charm but I think there are some missing features that would improve usability.

As for me, to properly integrate it I would recommend:

• To let it work as any other gateway/sip trunk properly assigning office hours & holidays and set destination in each case (ivr, queue, drop call, ...)
• Or at least allow to disable it automatically when on holidays or out of office hours.

I've seen that you recommend in other post to logout agents out of destination queue or to set presence if destination is an extension. But why we have to do that when all other inbound methods allow to setup office hours and holidays? As an example, operators are not used to log out from queues when the working day finishes as they know the will be available properly next day without having to login back again into the queue and calls out of office hours will be redirected to a specific IVR.

 

[Constantinos Constantinou]

3CX Live Chat & Talk works like a charm but I think there are some missing features that would improve usability.

As for me, to properly integrate it I would recommend:

• To let it work as any other gateway/sip trunk properly assigning office hours & holidays and set destination in each case (ivr, queue, drop call, ...)
• Or at least allow to disable it automatically when on holidays or out of office hours.

I've seen that you recommend in other post to logout agents out of destination queue or to set presence if destination is an extension. But why we have to do that when all other inbound methods allow to setup office hours and holidays? As an example, operators are not used to log out from queues when the working day finishes as they know the will be available properly next day without having to login back again into the queue and calls out of office hours will be redirected to a specific IVR.

Hello @Infinitel and thank you for your feedback,

As you can understand, we are working to enreach the functionality provided by the our system to the level that we would like to be. The philosophy to support this operation is there. What we do is prioritization on those featuresets. You can help us by submitting this request on the Ideas section, in order to get an impact on our roadmap.

Thank you again for your feedback.