Hello and a nice day!
We have the following configuration:
The 3CX Appliance is configured, so that customers usually can call a to a call queue (-100 for sales, -200 for accounting ...). The employees in the corresponding departement are logged in their queue as agents.
The DID for the queues are configured in the way that on day time you will get into the queue and on night time / out of office hours you will be transferd to a digital receptionist which tells you that the office is closed and ends the call afterwards or you can leave a message to the departement vooicemail.
So on day time an agent (hopefully) answers your call while on night time you will get the info that the office is closed.
Additionally the Employees also have DIDs to their extensions, so customers who know their extension can call them directely. If the employee does not pick up the phone the extensions will transfer the call to the department queue after a pre defined time, because the company policy prohibits user voicemailboxes. Till here everything works fine.
Now the challenge:
After the official office hours we want the same behaviour: it should be still possible to directly call an extension from outsite and if the employee does not pick up the call should be transfered to the "night" target of the same queue (the digital receptionist which tells you that the office is closed). Instead the call will be routed to the queue and will stay there till the next business day, because no one will pick up. There is no option to route a call in a differnt way depending on the daytime, when the call is already "inside". At least in our perception this decision can only be made for incoming calls directly on the trunk. And actually we want to route the call (which is already inside) as if it would be coming from outside...
Our (not satisfying) workaround:
User A has one extension (let´s say -101) and we also implement a ring group for him (let´s say -701). In ring group -701 only user A with extension -101 is member. The ring group -701 is configured to ring for 30 seconds and afterwards it routes to the digital receptionist of the department queue with the out of office voicemail. The DID of user A is configured on daytime to -101 and on night time to -701 (101,701). Pitfall: this night behaviour only works in a status, where the extension accepts calls from a ring group. Unfortunately we defined the status "business trip" as alwasy forward to the mobile/cell phone. So someone who is on a business trip would always get ring group call to his cell phone. Not a real desired behaviour...
Any ideas or recommendations? How can we do a InOffice/OutOfOffice hour decision for calls which are already inside?
Thanks for your help!
We have the following configuration:
The 3CX Appliance is configured, so that customers usually can call a to a call queue (-100 for sales, -200 for accounting ...). The employees in the corresponding departement are logged in their queue as agents.
The DID for the queues are configured in the way that on day time you will get into the queue and on night time / out of office hours you will be transferd to a digital receptionist which tells you that the office is closed and ends the call afterwards or you can leave a message to the departement vooicemail.
So on day time an agent (hopefully) answers your call while on night time you will get the info that the office is closed.
Additionally the Employees also have DIDs to their extensions, so customers who know their extension can call them directely. If the employee does not pick up the phone the extensions will transfer the call to the department queue after a pre defined time, because the company policy prohibits user voicemailboxes. Till here everything works fine.
Now the challenge:
After the official office hours we want the same behaviour: it should be still possible to directly call an extension from outsite and if the employee does not pick up the call should be transfered to the "night" target of the same queue (the digital receptionist which tells you that the office is closed). Instead the call will be routed to the queue and will stay there till the next business day, because no one will pick up. There is no option to route a call in a differnt way depending on the daytime, when the call is already "inside". At least in our perception this decision can only be made for incoming calls directly on the trunk. And actually we want to route the call (which is already inside) as if it would be coming from outside...
Our (not satisfying) workaround:
User A has one extension (let´s say -101) and we also implement a ring group for him (let´s say -701). In ring group -701 only user A with extension -101 is member. The ring group -701 is configured to ring for 30 seconds and afterwards it routes to the digital receptionist of the department queue with the out of office voicemail. The DID of user A is configured on daytime to -101 and on night time to -701 (101,701). Pitfall: this night behaviour only works in a status, where the extension accepts calls from a ring group. Unfortunately we defined the status "business trip" as alwasy forward to the mobile/cell phone. So someone who is on a business trip would always get ring group call to his cell phone. Not a real desired behaviour...
Any ideas or recommendations? How can we do a InOffice/OutOfOffice hour decision for calls which are already inside?
Thanks for your help!
