Different Hours with different Routing

[Ian@1stCS]

Good Morning,
We have several systems running V18 that we are looking to Upgrade to V20- however these system currently use Routing Extensions to route calls differently based on the Time of day- and i cannot see anywhere in V20 how to do this.

An example of this is the same DDI number routes M-F between 07:00 and 09:00 and routes to a digital Receptionist with Options, but between 09:00 and 13:00 it routes to a different Digital Receptionist with different options and again from 14:00 to 17:00 it routes to another Digital Receptionist with different Options again and then on Sat and Sun routes to a Weekend Digital Receptionist with different Options.
Currently this is achieved by a routing Extension and Forwarding rules based on the Time profiles listed above.

On V20 i can see no way of achieving this same result (or I am being stupid) as the DDI can be assigned to Digital Receptionists, Department Groups or Extensions but they only seem to have individual times and cant route differently at different times.

Happy to Be proved wrong though- any assistance would be gratefully accepted.
Regards
Ian

 

[Gbot@Okam]

Dear @Ian@1stCS
Have you found some way to configure this Scenario on V20 ?

I have similar one to figure out :
One extension has 2 DID with 2 different Schedules, managed today easily with 2 DID Inbound Rules.
I don't see any way to configure this on V20, apart from creating a dummy extension with one DID, with a different schedule, FW to the initial extension.

Thanks in advance if one has a better Idea !

 

[NicholasP_3CX]

In version 20, you can still have extension with exception rules to do the routing if you want.

 

[Ian@1stCS]

HI @Gbot@Okam,
The advice from 3cx was to use Call Flow Designer (free app from 3cx with examples) in order to do this. So you would create a call flow- add the DID in the call Flow with times relevant to each DDI (you may need 2 call flows scripts)- upload the call flow script to 3cx system Under Admin>Advanced-Call processing scripts and then remove the DID from any Ring Group or Extension in V20 and it works. Tip: the DID number must be contained in speech marks or else it fails- as i found out.

Call Flow Designer Manual-Here is a link to How to use CFD which may help you.

If i am honest 3CX have messed this up and made it harder- not easier to configure the systems!
Regards
Ian

 

[Ian@1stCS]

In version 20, you can still have extension with exception rules to do the routing if you want.

Hi Nick- That's not was i was told when i raised a case! But perhaps my scenario was different
Ian

 

[Gbot@Okam]

In version 20, you can still have extension with exception rules to do the routing if you want.

Dear @NicholasP_3CX, yes, you are right, but in case one extension has 2 DID and wants to have a different schedule per DID, it's impossible to distinguish the Exception per DID, or i miss something ?

 

[NicholasP_3CX]

Just create a 2nd extension to do the routing, with the different time schedule.

 

[Gbot@Okam]

Just create a 2nd extension to do the routing, with the different time schedule.

Yep, that's the workaround I was thinking about, a dummy extension with the second DID, and the adapted FW rules but it's a lot of work for hundreds of extensions !
Do you know if it's on the roadmap to distinguish the Exceptions per DID ?

 

[NicholasP_3CX]

Thats not what the exceptions are designed for. For more complex call routing options, you could look into using the 3CX call Flow Designer, or using the call processing scripts.