Conflict with office hours and on-call internal calls

[william00179]

Hi there,

We have a fully remote business where we have staff all around the world.

We have a support phone system set up on 3CX in which we have different departments for each countries support agents with their respective office hours set up based on their time zone.

During their day, they get automatically logged into their support queue and at the end of the day they get logged out automatically. This works great.

If a customer calls when support is all closed, it gets kicked into a ring group and this will call the on-call engineer. This also works great as this can bypass DND.

Our problem lies in internal phone calls. All these staff are remote and using 3CX either from softphones on their computers, or the 3CX mobile app. It's a common need for internal calls to be made between users internally before their office hours start or if there is an issue after their office hours end.

In DND mode which the office hours schedule automatically applies, there is no way to allow internal calls to still be allowed.

Is there a workflow I can do to work around this (ideally without forwarding to their personal mobile numbers)?

It would be fantastic either in User -> Schedule if there was an option to "Allow internal calls outside of office hours" and or in User -> Call forwarding if there was a similar option "Allow internal calls". This would really make 3CX tick all the boxes for us.

 

[NicholasP_3CX]

If a user needs to be contacted internally while being logged out from their queue(s) to be contactable outside office hours, they can switch their extension to the 1st custom profile, and have "Log out from queues" selected in this profile



In the forwarding rules they can be configured to log out from the queues

 

[william00179]

Hi Nicholas,

Thanks for the guidance. I can't seem to find a way to have this automatically set upon the user going out of office hours? This is the key thing as these are not full time support agents, this is for our on call-support engineers, so if I expect them to do this, they will certainly forget and miss calls.

Is there a way to set it to change to this custom status outside of office hours automatically?

 

[NicholasP_3CX]

Yes, you can select which status to select out of the office. However, this is a global option and will affect ALL users

 

[william00179]

Hi Nicholas,

I have tried to set this up, but this first custom status is not available as an option to select from the "When the office is closed switch to" options. There is only DND, Away and Business Trip. If I try to edit business trip, this doesn't allow the internal calls.

I have renamed the Custom Status 1 to On Call, as you can see its not available as an option here