3CX V20 Holidays .....

[Grunsel164]

When you configure office holiday it won't work. You need to configure it manual under call handling. And if you do it in the wrong way it still not works.... Please 3CX make it work normal again.

 

[Alphabetic]

Think you meant to type "when I configure office holiday it wont work".

Configure your holiday hours under the Office Hours tab and ensure youve got the destination for Holiday set (with prompt).

If you want to utilise the prompts via the "office holidays" page then you must use the script.

https://www.3cx.com/blog/call-flow-scripts/holiday-prompt/

 

[Evolute IT]

The DIDs must also be going to a department menu, or direct to a DN (IVR/RG/Q) if it has the holiday routing done, and is set to the department.

 

[NicholasP_3CX]

Post in thread 'Holiday Messages for Department doesn't work'

Dec 20, 2024

First of all, define your holiday period.


Next download the script



Now.... it's REALLY really...... REALLY REALLY.. (you get the point) important that this script is triggered when a call is received on the trunk, not when a DID is dialled and not when a dial code is pressed.

THIS IS ONLY TRIGGERED WHEN A CALL IS RECEIVED ON THE TRUNK!!!!!

There is no further configuration of the script needed.

The way things will work now is that when someone dials a number (Main trunk number or DID) on this trunk, when its a holiday it will go play the...

• NicholasP_3CX

• 

 

[easycom]

The script works for scenario's that are in call handling (Ring Groups, Queues and IVR's). Here you have the much needed routing option: when on holiday route to. In my case end call is fine. I'm missing this option for direct calls to a user's DID. The prompt will play but straight after the user's extension will still ring during office hours (or follow the out of office rules when outside of office hours). There will be users how forgot to loggof their app and will be reachable (bothered) on christmas. Anyone else running into this issue or am I missing something?

 

[CKFIT]

This is beyond counterintuitive from someone that just updated to v20. Why do extra steps need to be taken when holidays have already been meticulously added for each department?

I'm hoping that the call processing script that was added (and seems to have worked) can just remain there indefinitely and allows all future holidays to work normally (and have the system restore normal function the day after Christmas). We'll see! I guess I'll have to be the first caller bright and early on Thursday morning to see!

 

[fxbastler]

@easycom :
https://www.3cx.com/community/threads/holiday-behaviour.131484/post-626152

@CKFIT
it works

 

[easycom]

I lost track of this item, mainly because there haven't been any holidays since the last post. The last couple of weeks there have been a few holidays again and this topic has come up again. I have the holiday script setup but that doesnt affect direct DID's. I had to setup call scripts for theses did's as well to avoid a missed call notification outside of the office hours on the 3cx mobile app. Long story short: has anybody found a working method for direct calls? @3CX team is any work being done on this part? Do I open a support ticket? Am I the only one with this issue? I've read through the other topics related to holiday routing issue but the all seem to apply to IVR's, Queue's and ring groups. Please advise.

 

[NicholasP_3CX]

I lost track of this item, mainly because there haven't been any holidays since the last post. The last couple of weeks there have been a few holidays again and this topic has come up again. I have the holiday script setup but that doesnt affect direct DID's. I had to setup call scripts for theses did's as well to avoid a missed call notification outside of the office hours on the 3cx mobile app. Long story short: has anybody found a working method for direct calls? @3CX team is any work being done on this part? Do I open a support ticket? Am I the only one with this issue? I've read through the other topics related to holiday routing issue but the all seem to apply to IVR's, Queue's and ring groups. Please advise.

The holiday script should be linked to the trunk, not individual DIDs.

On a holiday the script will be played and the call will go to its normal destination.

Extensions should have their DND profile properly setup for a voicemail for example, and if the DId is on a Queue, Rin ggroup, or Digital Receptionist then thie holiday destination should be properly defined. This could be a voicemail, or end the call.

you do not need to have the play announcement option enabled if you already have the main holiday prompt playing. But you do have a choice to enable this as an optional, additional prompt if the need arises.

 

[easycom]

The holiday script is linked to the trunk. I have scripts per DID to handle office hours routing for each user.

DND is not an option for our customers as they often work behind closed doors, meaning they want to be able to call internally but can't have external lines come in.

DID's that are linked to a Queue, IVR or ring group are not a problem, the option: when on holdiay route to End Call is perfect. That option should be created for user extensions as well and preferably apply to exernal calls only.

 

[easycom]

I've been able to modidy the holiday script (happy to share if anybody else is having the same issue) so the call routing is stopped when the holiday match is true and add an office hour check, where the call is routed to an IVR outside of office hours. I'd like to add 2 functions to the script:

1. Check the extension working hours, these are not taken into account at the moment
2. Specifify the destination outside of office hours based on a forwarding rule, for example the away status; forward external calls to destination.

Who can point me to the correct documentation?