After Hours Dynamic Routing

[a.moussa]

Looking to see if theres any solutions out there for after hours dynamic routing. This customer is looking to set up after hours with their dispatchers and want to avoid changing the call handling rules weekly. Here's the current system.

System:
3cx Enterprise Hosted
Version 20.0 Update 3 (Build 806 Release)

Existing Setup:
When external call is placed to internal
IVR -> Ring Group (Ring All) -> 4 extensions if during office hours -> Extension 100 if the extensions don't answer or after office hours

Desired Setup:
IVR -> Ring Group (Ring All) -> 4 extensions if during office hours -> Extension of person working after hours that week if after office hours

I'm assuming that there would be some form of a calendar involved, they currently utilize Google Calendar and would prefer to stay with that if possible. I was also considering using the API if this is an available function. Any experience or recommendations is greatly appreciated

 

[fxbastler]

Since it is a 3CX hosted by 3CX: wait till v20u4, then call scripts will also be possible there.That is the ultimate solution to the problem.

In the meantime, you can use the REST API. But this is not an elegant solution. The external calendar cannot trigger such complex actions. So you need another computer running a script that performs the switching (by polling the calendar and switching - bad).

 

[a.moussa]

Since it is a 3CX hosted by 3CX: wait till v20u4, then call scripts will also be possible there.That is the ultimate solution to the problem.

In the meantime, you can use the REST API. But this is not an elegant solution. The external calendar cannot trigger such complex actions. So you need another computer running a script that performs the switching (by polling the calendar and switching - bad).

Thank you. May do it manually until v20u4 is released. Is there an ETA of when we can expect or no info at this point?

 

[fxbastler]

Is there an ETA of when we can expect or no info at this point?

It was written by 3CX: this year.

 

[a.moussa]

It was written by 3CX: this year.

Thanks for the help! I'll keep an eye out

 

[fxbastler]

https://www.3cx.com/blog/

I use it with Flym as a feed on my phone.

 

[VoIPTools]

If at some point in the future you decide to move your 3CX server from 3CX Hosted to any other hosted platform, then you may want to take a look at our 3CX On Call Manager tool. We have a full-featured web-based calendar that supports recurring schedules, exceptions, escalation (if the person on call does not respond), live answer and voicemail, notifications by phone, email and SMS text, logging history -- when the call came in, who was notified and when, how many times they were notified, who the call was escalated to, etc. This logging history has defused many a disagreement both with staff and customers.