departments/break hours

[Thomas Six]

Is it possible to change the default break hours on the system? And can you add default opening hours when you make a department?

When you click on break hours it's default 13:00 -> 14:00. We want to change this to 12:00 -> 13:00

The main problem is that when we changed from V18 -> V20, the inbound rules don't exist anymore. Each user has an external number, but outside the office hours, the call has to go to a message regardless of the users status (because they forget to change). So in version V20 we have to make a department for each user to solve this problem.

 

[bitn2]

You just need to set the button in the user to switch status automatically. You dont need departments for every user.

 

[Thomas Six]

That's not an option. The call has to go to the message 'closed' regardless of the users status.
Because when you use the status automatically and the user goes on holiday for a while, the user need to disable automatically switching. But they forget and the next day (when they are on holiday) they are available again.

 

[bitn2]

That's not an option. The call has to go to the message 'closed' regardless of the users status.
Because when you use the status automatically and the user goes on holiday for a while, the user need to disable automatically switching. But they forget and the next day (when they are on holiday) they are available again.

I think the users need a little teaching in how to use a phone system. Anyway, than you need to do it like you did it allready.

 

[Guillaume Bourgeois]

If the user is using the "Custom 2" status (by default named Business Trip), the "auto-switch" will not apply. It will keep the user in the "Business Trip" status.

This scenario has already been considered.
Therefore, it is not necessary to disable the auto-switch status option.

 

[bitn2]

If the user is using the "Custom 2" status (by default named Business Trip), the "auto-switch" will not apply. It will keep the user in the "Business Trip" status.

This scenario has already been considered.
Therefore, it is not necessary to disable the auto-switch status option.

The user always forgot everything... its not an option for him.

 

[Guillaume Bourgeois]

In version 18, what did it do during holidays? A manual intervention was required to disable the inbound rule when it was configured at the level of inbound rules.

Now it’s much more user-friendly. Rename “Business Trip” to “Vacation” status and inform the user.

If the user doesn’t set themselves to Vacation mode, someone with the receptionist role can change their status for them. This is much more practical as it reflects the user's actual status, unlike before when everything was done in the outbound rules, which were only visible to administrators.

The user is much more likely to remember to use the « Vacation status » (custom 2) compared to remembering to disable the auto-switch status option.