Creating Inbound schedule

[Jay Leccio]

Hi guys, is below schedule possible?

8am-5pm (Office hours) - route to normal Queue/Ring group

5pm-7pm(Out of office - forwards to external number)

7pm-8am(another Out of office - routes back to one of the extensions VM )

Any suggestions?

Thanks in advance.
Jay

 

[VasilisV_3CX]

Hi @Jay Leccio,

This is possible using a Dummy Extension

What would happen is:

1. Your SIP Trunk would route to the Queue / RG during office hours.
2. The SIP Trunk out of office routing would point to a Dummy Extension.
3. In the Forwarding Rules section, under the Available status, add 2 exceptions:
   1. Exception1: Repeat Monday's configured hours for all days you require.
      
      
      
      
   2. Exception2: Note that there will be 1 minute where the system is "available", however this oversight is scheduled to be fixed.
      
      

 

[Jay Leccio]

Thanks. Will try this up.

 

[VoIPTools]

The solution provided by @VasilisV_3CX is a good one, and will get you part of the way there. But ideally you would have the ability to set up a recurring schedule for who is on call, and when. Also, a phone call works well, but the more channels of notification, the more likely the person on call will respond. This begs the question, what happens if the person on call does not answer?

To address these questions, you may want to take a look at our 3CX On Call Manager tool. We support both live answer and sending callers to voicemail. Notifications are by phone, email, and SMS. We provide an easy to use web calendar for setting up complex recurring schedules. And we support escalation for up to 30 levels. All events are logged to simplify monitoring SLA performance and performing employee evaluations.

If you have multiple groups with different support personnel (Think about groups like "network security" vs "server support" vs "phone support"), with our tool you can have an unlimited number of groups, each with their own staff and schedules.