Call flow designer help

[ElementalWindX]

I'm trying to make a call flow for this scenario:

Client has 5 locations across the country each with their own DID.

Client wants all 5 locations to initially ring the same ring group in the primary location with several folks that answer. At 5pm those folks leave but a lot of those locations stay open. They want the calls if unanswered to go back to an IVR specific to each location.

I'm trying to figure out how in the heck you do this in the call flow designer. Any ideas!?

Thanks

 

[GeorgeP_3CX]

Hi @ElementalWindX,

Is there a particular reason that you want to implement this using a CFD?
From what I understand, you want until 5pm all the DIDs to route to the same Ring Group and after 5PM each DID to route to a specific IVR(different for each location).
The scenario can be implemented without the need of a CFD, unless you want something really specific that you can only do with a CFD.

Each location has a different timezone?
After the calls route to each IVR, what do you want the routing to be? You want to give option and route based on options for example?

Provide us with as much details as possible to assist you.

 

[ElementalWindX]

Hi @ElementalWindX,

Is there a particular reason that you want to implement this using a CFD?
From what I understand, you want until 5pm all the DIDs to route to the same Ring Group and after 5PM each DID to route to a specific IVR(different for each location).
The scenario can be implemented without the need of a CFD, unless you want something really specific that you can only do with a CFD.

Each location has a different timezone?
After the calls route to each IVR, what do you want the routing to be? You want to give option and route based on options for example?

Provide us with as much details as possible to assist you.

I figured CFD was the only way. You understand correct. How can I do this? Thanks.

 

[GeorgeP_3CX]

Can you provide us with more details of what the routings will be?
Also, let us know if they will be different office hours in each locations.

 

[ElementalWindX]

Can you provide us with more details of what the routings will be?
Also, let us know if they will be different office hours in each locations.

All 5 locations have different office hours. The main location that wants to receive these calls is 8-5. Basically the call flow is dial x1-5 goto rg 1, if rg 1 doesn't pick up send to ivr.

We want it to be dial x1-5, goto rg1, if rg1 doesn't pick up send to ivr for x1, or ivr for x2, or ivr for x3, etc.

 

[GeorgeP_3CX]

Unfortunately, you cannot set different routing if the call is not answered in same ring group, therefore you cannot send the call to multiple locations from a Ring Group.
You can create 5 ring groups that consist of the same members and then route the calls to each ring group based on the DID.
Then you can set different destination if no answer for each ring group that will route to each location's IVR.

Then when the agents that will not be available after 5PM, they can set their extension to DND and you can disable the option "Accept calls from Ring Groups" in the 'Forwarding Rules' >> Do not Disturb profile in the user's configuration(Management Console).
This process can also happen automatically from Admin Console >> user configuration >> Schedule and during office hours the extensions will be switch to 'Available' status and out of office hours to 'Do not Disturb' Status.





Alternatively, you can create extension groups that will consist of the extensions of each location and then set the Inbound Rules to the extension group.
Then you can specify different office hours for each extension group and route the calls based on the office hours to different destinations.
But again, you will need one ring group for each location in order to set different destination if the agents are not available.

 

[GeorgeP_3CX]

You will also find useful the following links:
https://www.3cx.com/docs/manual/ivr-digital-receptionist/
https://www.3cx.com/docs/manual/setup-team/