Configuring live chat in combination groups and virtual office

[perfect-touch]

I am trying to configure live chat for messages and calls.

I have set the destination in "Voice & Chat" / Live chat to the department.

So far so good, the message bubble shows the chat unavailable out of office hours.

In "Call Handling" / GRPxxx for the department, "When office is open route to" is set to a queue.

So two problems - the queue usually has only one member in it - which is a forwarded extension for our virtual receptionist service hosted by an external 3rd party. I need chat messages to go to a 3cx extension but that extension should not receive calls. I need calls to go to the virtual extension during work hours and to voicemail outside work hours.

Am I missing something here?

 

[KyriacosS_3CX]

Perhaps I am thinking too simply about this - but why don't you use a user's (or different queue for multiple message recipients) own Live Chat link, instead of the Department one, which needs special handling? Or assign the DID to hit the current redirecting queue directly instead of via the department, so the department config can just send the Live Chat as needed?

OR are we talking about Voice and Messages coming via the Chat Link exclusively, not real calls coming in via a SIP Trunk?

 

[perfect-touch]

Hi, thanks for the reply.

SIP trunk calls aren't an issue

I would like live chat to handle chat and calls but need the calls to route to a queue and chat messages to route to a different queue since only the external virtual receptionist service should receive the incoming calls where as chat messages need to be handled by internal staff members?