Changing DIDs

[blpsg001]

Hi all,

Apologies if this is posted in the wrong group,

We are running a cloud 3cx in a business that has 4 locations/premises.

1 of these is the “office” where calls are generally routed to most of the time.

However the business is open late some evenings and Saturdays when the “office” is closed.

There are 4 DID numbers which need to be changed in the Call Handling Admin section due to the “office” being closed at times when the rest of the business is still open.

Department Admin/Supervisor role cant change DIDs. Is there a way round this without giving full admin control to certain staff who actually need to make these changes but nothing else.

They had a Horizon system before 3cx and could do this no problem for example.

Thanks,

Paul

 

[KyriacosS_3CX]

You could have the out of office hour setting on the user who normally has the DID assigned to forward to an extension in the other offices.

 

[VoIPTools]

I think what @KyriacosS_3CX is suggesting is that you route your inbound calls to a dummy extension. Set the office hours for this user. During regular hours the extension routes calls to your main IVR, and outside of office hours it routes to one of the other offices.

But it is perhaps not that simple since routing to the other office is required "some evenings and Saturdays". How do we handle the schedule variability since you said "some" evenings and Saturdays. If this is not a fixed schedule, perhaps this requires user intervention to change the dummy user's presence status to Away? I think we need a more precise description regarding what "some" means.

 

[blpsg001]

Thanks for the replies. Basically its most Wednesday and Thursday later hours and Saturdays when the "office" is shut.

However some days when the "office" is short staffed some of the DIDs get pointed to the other premises, this generally happens at least once a week during normal "office" hours of M-F 0845 - 17.30.

Thanks

 

[VoIPTools]

When you say "most Wednesday..." that tells me you can't rely on a repeatable schedule. In this case, I would have a human set the presence state of the dummy user. You can use multiple presence settings to route multiple ways. For example, when all sites are closed use "Do Not Disturb". When you want to forward calls to the other offices, use "Away", and when you want to use regular office hours routing, use "Available". This does mean, however, that a human needs to set the routing most days (yuck).

Alternatively, you could create a Call Flow Designer or Call Flow Script, to apply more programmatic logic into where the calls are routed, but it sounds like a human is going to need to set a flag of some kind at least part of the time.

 

[blpsg001]

Thanks Matthew, will investigate further. Agree its annoying that its not all the time so repeatable schedules are a no go unfortunately.

Cheers,

Paul