Automatic Off hours, but still be able to call each other?

[saint_]

Hi all,

Did anyone found a work around for this type of setup:

- PBX Setup with a unique queue
- Office hours setup in Settings
- SIP Trunk setup to send in and off hours calls to the queue
- Once off hours is reached, all phones go in DND, so incoming calls go to a specific global VM, which is fine
- My issue is that 3CX switches all agents phones to DND instead of logging them off the Q
- Results is that internal calls can't reach each other, unless if an agent put himself back in available status


Message for 3CX Developers :
It would be great if when an installation uses IN / OFF office hours, and that Phones which are setup to be agents can be automatically logged on (which happens now), but instead of switching them to DND to instead simply logging them OFF the queue. This way, they can still receive internal calls or direct DID calls

 

[Evolute IT]

Hi all,

Did anyone found a work around for this type of setup:

- PBX Setup with a unique queue
- Office hours setup in Settings
- SIP Trunk setup to send in and off hours calls to the queue
- Once off hours is reached, all phones go in DND, so incoming calls go to a specific global VM, which is fine
- My issue is that 3CX switches all agents phones to DND instead of logging them off the Q
- Results is that internal calls can't reach each other, unless if an agent put himself back in available status


Message for 3CX Developers :
It would be great if when an installation uses IN / OFF office hours, and that Phones which are setup to be agents can be automatically logged on (which happens now), but instead of switching them to DND to instead simply logging them OFF the queue. This way, they can still receive internal calls or direct DID calls

Or just use the inbound rule to direct out-of-hours calls to the global VM and leave phones as available. No auto-switch.

 

[saint_]

Or just use the inbound rule to direct out-of-hours calls to the global VM and leave phones as available. No auto-switch.

I guess. But in this case, all phones needs to be logged in at all time in the queue.
What happens if the PBX reboots?

 

[Evolute IT]

I guess. But in this case, all phones needs to be logged in at all time in the queue.
What happens if the PBX reboots?

The agents can be logged in all the time, it doesn't matter. They will still be when the PBX reboot.

The inbound rule must be use to redirect calls out of office hours. No calls would reach the Queue ouside of hours.

 

[AWS2P]

If I remember you said even in OOH agents could log in Q to take calls after OH , right ?
If so , then there's no automated solution.
Inbound rule as Frederick said above could have been a way if no one needs to log in Q while in OOH

 

[saint_]

That would work. Any idea on how to script automatic closing of the company, if someone chose to re-open after hours?

 

[Evolute IT]

That would work. Any idea on how to script automatic closing of the company, if someone chose to re-open after hours?

There's a dial code to force the system IN or OUT of hours

 

[saint_]

There's a dial code to force the system IN or OUT of hours

I was looking for scripting so I can put that in a cron tab for example, every hour after hour, if someone chose to go back to office hour, have a script that switches to off office hours in case someone forgot to put it back. I just realized 3CX doesn't have any API. I could hit the DB, but too dangerous.. I'll find a work around.. thanks

 

[AWS2P]

I don't see how you could know if it's needed or not to put it back to OOH with a blind script running in preset time.
IMO this is completely manual action as dial code to force PBX can be done from all phones even a smartphone in China can force it

 

[saint_]

Hence why doing an automatic script which turn OOH automatically on, every hour, from let's say 9PM until midnight. This way if someone turn OOH off at 6PM and left the office at 8, then the system will switch back to OOH at 9, 10, 11, and 00..

 

[Evolute IT]

Hence why doing an automatic script which turn OOH automatically on, every hour, from let's say 9PM until midnight. This way if someone turn OOH off at 6PM and left the office at 8, then the system will switch back to OOH at 9, 10, 11, and 00..

Have fun with that. I'm not sure we understand what exactly you need it to do, neither why.

Office Hours are set in the system and they change automatically. Whether there's agent connected or not, that's related to the queue, not the inbound rules nor the hours. When using the dial code to force the system IN or OUT of the office hours, you need to also understand that it will stay that way until someone force it back or put it back into regular schedule. I suggest you take a look at the docs for those stuff.

 

[AWS2P]

@saint_
Well you let me with no voice, you really want to do this like you describe ?

Sorry to say If someone is enough smart to force manually OOH to OH then it should be able to do the opposite without having to build a script running each hour

 

[Evolute IT]

@saint_
Well you let me with no voice, you really want to do this like you describe ?

Sorry to say If someone is enough smart to force manually OOH to OH then it should be able to do the opposite without having to build a script running each hour

Anyway, there's no way to check if someone is working or not to execute the script only when someone is/isn't.

 

[saint_]

That's what I am saying. if I authorize someone to put the system in office hours, there are tons of chances that this same someone will forget to put it back to after hours. hence the script to do it automatically late at night.