CID Rule allow inbound after- hours

[Sprockwell]

I have a CID rule that I would like to ignore office hours i have set in the global setting.

I thought that having the "destination for calls outside office hours" set to a ring group- rather than a voicemail would enable this but it doesn't seem to be working.

I could enable "Set up specific office hours for this rule" but I'm unable to set this for 24 hours per day as I'd like.

What's the best way to handle this?

edit-forgot this part

• 3CX Version, Enterprise Annual 16.0.8.9
• Server OS, Debian 9
• Is the 3CX Server Hosted and where? hosted, telin
• IP Phone Make/Model/Firmware irrelevant
• Provisioning Method: Local / VPN
• Trunk Provider or Gateway Make/Model clearfly
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[VasilisV_3CX]

Hi @Sprockwell,

If you want this rule to run 24/7, then you can ignore adding specific office hours and route the destination in and out of office hours to the same extension.

If you'd like it to run, say 5 days a week with a weekend, you'll need to set the rule up to have specific office hours from 00:00 - 23:59, at which time you'll have 1 minute of 'out of office' time per day.

 

[Sprockwell]

" route the destination in and out of office hours to the same extension. "

for some reason this is not effective. thats what i'm trying to understand

 

[VasilisV_3CX]

@Sprockwell,

It could be that your CID rule is not being matched with the call. Maybe first thing to check would be to check if there are any rules above this one, which are being matched first?

 

[Sprockwell]

I tested against your theory by routing a call during office hours to a specific extension and raising the priority on the CID rule above the DID rule that would have typically handled the call, I'm confident that the CID rule is working because it went to the extension in my CID rule rather than the IVR in the general trunk DID.

I have the log files to back this up but i'd rather not post the details on this public forum.

 

[VasilisV_3CX]

Hi @Sprockwell, so testing this method shows that it is working as intended? Does this solution satisfy your use case?

 

[Sprockwell]

the problem still exists, the out of office destination set for this CID rule doesn't take priority over the global office hours

 

[VasilisV_3CX]

Hi @Sprockwell,

My suggestion is to go to Contacts >> Options and set the CID to be Prepended.

Now move your rule to the top, make sure both in and out of office hours are set to the same extension / number / destination and make sure the CID has a name set.

Test and see if you see the CID name prepended to the call received by the configured extension.

 

[Sprockwell]

prepended caller ID contacts setting did not help

and setting specific office hours to 00:00 - 23:59 doesn't work either

the last thing i can think to try is adjusting the out of office destination for the sip trunk of this DID to allow calls afterhours

i'm afraid this is going to break after-hours routing on everything else though

 

[VasilisV_3CX]

Hi @Sprockwell,

prepended caller ID contacts setting did not help

Could you confirm: Are you seeing the name being matched or not? If not, the CID rule is not being matched at all.

 

[Sprockwell]

the call is most definitely being matched. i can route this call by CID during business hours without issue.

the question is what out of office routing settings take priority once we pass 5pm

seems to me the SIP trunk's out of office destination is taking priority over that of the CID rule

I'll have to try and test my theory again afterhours.

 

[VasilisV_3CX]

Hi @Sprockwell,

Can you ensure the CID is at the top of the list of rules, and edit it so that CallerID field is * (everything). Does it route correctly?

 

[Sprockwell]

100% it routes correctly, during office hours

 

[VasilisV_3CX]

@Sprockwell,

Make sure the 3CX System time is correct, and check the SIP Trunk routing to ensure that this routing isn't being followed.

 

[Sprockwell]

I'm able to filter this call correctly, but only if I enable out of office hours routing at the sip trunk level, which causes all calls to ring afterhours, not just the one specified in my CID rule

 

[VasilisV_3CX]

Hi @Sprockwell,

I'd suggest contacting our 3CX Support team to investigate why this happening. Take note of the "Support Procedures" here: https://www.3cx.com/ordering/

 

[Sprockwell]

now i'm thinking the issue may be that i'm using the system-wide office hours in the 3cx server settings rather than specific office hours at the sip trunk level.