CFD ignoring secondary time check

[markoh]

Hi all,

I have a call flow set up using CFD but am encountering an issue with time checks being disregarded.
There are 3 call queues in the call flow (A, B, C), B has longer opening hours than the other two. My problem arises from the fact that the call flow has options that transfer a call from B to either A or C depending on the option selected. All three queues have date & time conditions set up to run when the caller first selects A, B or C, I have also set up date & time conditions when transferring from queue B to either A or C but these appear to be ignored and calls are still transferring to the other departments when they are closed.
This wouldn't be a major concern apart from the fact that there may be staff in those departments when the lines are closed and once they log in they tend to also sign in to their queues.

Is anyone aware of any reason the second date & time conditions would be disregarded like this?

Thanks in advance.

 

[Evolute IT]

Make sure the order if the branches is correct. 3CX will use the first matching date/time, so if you have specifics, you need to put them first.

 

[markoh]

Thanks @ConceptsWeb - on the first option where the caller selects queue A, B, or C the date & time conditions work perfectly, when they select queue B they are presented with more options. If they select an option that will transfer them to queue A or C there is another date & time condition in each (i.e. if selecting 1 to go to A there is a date & time condition that is to check if the queue is open or closed, if open it should transfer to the call queue, if closed it should go to the queue's voicemail. The same condition is set up when the option for queue C is selected).

 

[edossantos]

It's hard to tell without seeing the configuration of the component and logs. Can you share any of that and also tell when you did the test call?

 

[markoh]

@edossantos can you advise how I might share that with you without posting on the open forum?

 

[edossantos]

You can post screenshots of your CFD App and configuration here. You can also copy text from the log, just ensure that you're not including sensitive data.

 

[markoh]

Hi @edossantos please see below the call flow for queue B, I have confirmed the first set of date & time conditions are working as intended, it is the date & time conditions in the CFD3 image that appear to be getting ignored. I have also included screenshots of the date & time condition settings for Options 1, 2 & 4 in the Support Menu (CFD3) and the call logs from a test call made at 08:30 this morning (selected queue B then option 2 and was transferred to Sales although the time condition should have transferred me to the Sales queue voicemail).

CFD1:

CFD2:

CFD3:

OpenHours:

ClosedHours:

CallLog:

 

[edossantos]

What I need to analyze this is the contents of the 3CXCallFlow.log file, not the call log from the management console. But it will be also useful to see the full CFD project sources, so I can check a few things. Can you send me a private message with this? Start a conversation with me, upload the CFD Project sources (not the build output), and the 3CXCallFlow.log file in verbose mode once you reproduce the issue, and send me a link to download those files (you can't attach files in a private conversation).