business hours will be ignored by calling

[bit101]

Hi togehter,

we use at our website the 3cx live chat & talk plugin. So when a visitor do a click to call outside from our business hours then the 3cx business hours rules will be ignored.
The extension is ringing then.
So is this a bug or do we have a misconfiguration here?

regards

 

[Charles_3CX]

Regarding your question, the live chat will be online when the link is directed to an extension and is available (no auto-switching enabled). If a queue and queue agents are logged in and are available, it will again appear online.

To appear offline, your extension must be unregistered or on DND. For example, if a queue, then the queue is unattended.

 

[bit101]

Yes we faced that. This already works so far.
But at the weekend nobody is in the office and we use the 3cx business hours for that.
So would it be possible to configure that the extensions will not ring and get our IVR voice info
by the same way as normal caller?

Also when we set a queue the music set there will is not playing when a visitor is calling

 

[Charles_3CX]

Regarding your question, calls from live chat do not follow office hours. Still, when directing live chat to a queue, the simple solution is to ensure all agents are logged out and set the destination if there is no answer to whichever destination you require. Additionally, what the caller will hear is a ringing tone, in this case, and not the MOH of the queue.

 

[bit101]

Hi,

so that means that the 3CX chat and talk plugin is not yet fully implemented in 3CX.
We would expect that the behavior is the same like a normal call that is comming form outside.

Could you this please trigger to the developement?

thanks & regards

 

[Charles_3CX]

Not possible, I'm afraid. Currently, Calls from Live chat are routed based on Availability. Use your office hours scheduling to set extension statutes to DND, logging them out of the queues when out of office hours and routing your calls to the destination required from the Queue destination of no answer feature!

 

[saint__]

@Charles_3CX
In agreement with @bit101, you guys like to break things which are working....

In our case, we have business hours from 08:00 to 17:00
In the previous version of the web messenger, we had the same hours.
The web messenger was connected to our tech queue because those guys know sales + tech and can re-route during the day.

The tech queue is opened 24x7.
After hours, there is an option (Digital receptionist) to talk to a 24x7 support agent (queue)


Now, the chat is opened 24x7 because it relies on this queue status

I'd create a new queue just for the web chat, but then there is no option in a queue to set business hours...

Last thing I want is to have my already busy tech guys thinking about manually log in or log out, while 80% of our OPS are automatized.

Really painful.