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

[noord]

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?

 

[mortenjorge]

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

 

[Saqqara]

Another option if you have Pro or Enterprise is to use Call Flow Designer - https://www.3cx.com/docs/manual/cfd-installation/

Routing call based on time - https://www.3cx.com/docs/cfd-routing-calls-time-day/

 

[noord]

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

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!

 

[noord]

Another option if you have Pro or Enterprise is to use Call Flow Designer - https://www.3cx.com/docs/manual/cfd-installation/

Routing call based on time - https://www.3cx.com/docs/cfd-routing-calls-time-day/

Thanks for your suggestion, unfortunately, it's just the standard edition so I'm trying to other suggestion first!

 

[mortenjorge]

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!

If you set it up correctly, it'll work !

 

[noord]

If you set it up correctly, it'll work !

Yes, it works!

Thanks!

 

[mortenjorge]

Good job - Glad it worked out for you