Solved Different message during break times than out-of-office hours

Discussion in '3CX Phone System - General' started by noord, Feb 15, 2018.

Thread Status:
Not open for further replies.
  1. noord

    Joined:
    Nov 25, 2015
    Messages:
    32
    Likes Received:
    0
    Hello all,

    A client is looking for a setup like this:
    During office hours (8-17h), all calls should go to a Queue.
    Outside of office hours, a message 'we're currently closed' should be played.
    However, the company also has break times (eg. 8-9 and 13-14h), during this time a message 'we're currently on break, if it's urgent, please press 1' should be played.

    I can get all these things seperately to work (I know how to setup the messages, use a digital receptionist et cetera), but I can't seem to get this particular setup set-up.

    I have specified office hours as 8-17h every day and have configured the correct message for outside of office-hours, but I can't seem to figure out how to get a different message when 'on break'.
    I was expecting on the Trunk of DID-pages three options: 'during office hours, route calls to...', 'outside of office hours, route calls to...' and 'during break times, route calls to...' but that last option is not there.

    How can I get something like this to work?
     
  2. mortenjorge

    Joined:
    Apr 1, 2015
    Messages:
    58
    Likes Received:
    11
    Hi Noord,

    You can create a Dummy Extension, which specific office hours.

    Create Work hours as 09:00 - 17:00
    Break Hours as 10:00 - 11:00 & 13:00 - 14:00

    Forwarding rules as the following:
    Available -> Send to Queue 800 Eg.
    DND -> Send to IVR - Office Closed"
    Away -> Send to "IVR - Break"


    Then make the inbound rule send all calls to this extension, this extension will automatically change status according to the time.

    Remember to enable "Auto Switch" on the dummy extension - (you do not need to register this extension)

    Give it a try :)
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
    noord likes this.
  3. Saqqara

    Saqqara Well-Known Member

    Joined:
    Mar 12, 2014
    Messages:
    1,099
    Likes Received:
    166
  4. noord

    Joined:
    Nov 25, 2015
    Messages:
    32
    Likes Received:
    0
    Thanks, I have it set-up like this now.
    It's almost 14:00 so I'll have to see if it switches to 'available' automatically and back to 'away' again at 16:00 (break is from 14:00 - 16:00, the times in my first post were just an example).
    But if it does switch automatically, then this will work just fine!


    --

    Well, it went to 'available' at 14:00, so now I just have to see if it goes to 'away' again at 16:00!
     
  5. noord

    Joined:
    Nov 25, 2015
    Messages:
    32
    Likes Received:
    0
  6. mortenjorge

    Joined:
    Apr 1, 2015
    Messages:
    58
    Likes Received:
    11
    If you set it up correctly, it'll work ;)!
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  7. noord

    Joined:
    Nov 25, 2015
    Messages:
    32
    Likes Received:
    0
    Yes, it works!

    Thanks!
     
  8. mortenjorge

    Joined:
    Apr 1, 2015
    Messages:
    58
    Likes Received:
    11
    Good job - Glad it worked out for you :)
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
    noord likes this.
Thread Status:
Not open for further replies.