Call flow issues

[Doberman_Tech]

I am running into an issue that has presented itself with a client as we try to get rid of thier 3rd party call answering service. I have thier afterhours setup so it hits an auto attendant and allows for options to connect to various extentions that are to the cell app. After hours is working great but the issu now is that when lunch time hits the afterhours call flow is enabled and then I have users getting phone calls during lunch. I have looked through the sip trunks and such but do not see a way to setup a "Lunch/Break" call flow. I guess at this point I am wondering if this is possible to setup or am I missing something in my setup?

 

[eddv123]

I would read over this academy post on time based scheduling: https://www.3cx.com/3cxacademy/videos/intermediate/time-day-routing/

Most importantly your statuses that are set:

* In office hours = Available
* Break = Away
* Out of office hours = DND

I think chances are that you may have your Away forwarding set incorrectly.

 

[VoIPTools]

You might also consider looking at our 3CX On Call Add-on which handles all this via a web-based calendar with recurring schedules, first level queues (for remote agents) and legacy support for monitoring voicemail accounts. We also support up to 30 levels of escalation if the agents on-call don't answer when they should. Notifications of pending requests can also be performed via phone, email and SMS. The challenge with time based routing in the CFD is that it doesn't support much flexibility for recurring schedules, escalation, or vacation time.

 

[Doberman_Tech]

I looked over the academy post but this still doesn't show how I would have a completely different IVR for lunch. Basically I need to route calls to 3 separate IVR's and 3 different times of the day.

8am-12PM - Normal business hours IVR
12PM-1PM - Lunch IVR
1PM-5pm - Normal business hours IVR
Afterhours - Afterhours IVR

The normal business hours side is the easy part but from what I see when looking at my SIP trunks I don't have a way to setup a third option for lunch. I did check the inbound rules but there is already an inbound rule for normal business hours unless I should just change the inbound rule so when the lunch time hits it points to the lunch time IVR?

 

[VoIPTools]

It seems to me that your CFD could make the determination of where to route the call based on external c# code. It's pretty easy to determine the day of the week, and the time of the day if all you are trying to do is make routing decisions.

 

[YiannisH_3CX]

The best option would be to use the Call Flow Designer to achieve the required functionality as Trunks and Inbound rules only have In Office hour routing or Out of office hours routing.
Break times only affect extensions.

The other option is to use a dummy extension and use the forwarding rules of that extension to route calls to different destinations.

 

[Doberman_Tech]

The best option would be to use the Call Flow Designer to achieve the required functionality as Trunks and Inbound rules only have In Office hour routing or Out of office hours routing.
Break times only affect extensions.

The other option is to use a dummy extension and use the forwarding rules of that extension to route calls to different destinations.

From what I am seeing the olny way to use CFD is if they have a pro license correct?

 

[VoIPTools]

Yes, to use the CFD you must have the Pro or Enterprise edition.

 

[YiannisH_3CX]

From what I am seeing the olny way to use CFD is if they have a pro license correct?

Yes the use of CFD required a Pro or Enterprise edition.
https://www.3cx.com/ordering/pricing/

 

[Doberman_Tech]

Okay that would make sense why I am not seeing it in their system because they have a standard license.