Auto Switch on forwarding rules for an EXT did not change to DND.

[John14]

Hi,

So we have our normal office hours from 7am to 5pm - Mon to Fri. In the Inbound Rules, we have the call hittting our Reception as per normal but from 7am to 8:30am there will be no one at Reception. So we want calls from 7am to 8:30am to go to Rostering.

I have created a dummy extension with the forwarding rules "Available" screenshot below:


Accept Multiple calls and accept calls from the ring groups is selected. I have the "Auto Switch" enabled as screenshot below:


I'm told that after 8:30am the status of the extensions will change to DND which will use the normal route of hitting the Reception till 5pm.

I tested this one day and it worked fine and then the next day apparently the Auto Switch did not change to DND after 8:30am and it was still routing to the Rostering team. We also had Reception phone go offline that morning. Will the auto switch still switch to DND even if the Reception is offline? Just want to know why this happen

 

[Saqqara]

If the phone goes offline and is unregistered it should follow the rules for 'If I am busy or my phone is unregistered, forward calls to: ' which only applies to available status and not dnd. This is why the calls where routed to the reception phone

Why the phone when offline you probable need to look at the activity logs.

 

[Saqqara]

What are you settings for DND, as the first screenshot only shows available.

https://www.3cx.com/3cxacademy/videos/intermediate/time-day-routing/

 

[JohnS_3CX]

Hi John,

It's also important to log into the MC and check the status of the dummy extension to see if it indeed switched to DND, and if so what the routing is during DND (just like the post above for Available)