Digital Receptionists with multiple time zones?

[Brian Stoiber]

The title might not be as descriptive as it should but I am not sure what to title this. I have a digital receptionist set up for Open and Closed hours. If a caller chooses an option, it is transferred to the corresponding queue:

Open (7am - 5pm CDT)

1. Sales queue
2. Support queue
3. Training queue
4. Service queue

Closed (5pm - 7am CDT)

1. Sales Voicemail
2. Support Voicemail
3. Training Voicemail
4. Service Voicemail

I have an inbound call rule so during office hours callers are directed to the Open DR and after office hours to the Closed DR. Office Hours are set in Settings > Language & Office Hours. I think this is pretty straightforward and standard.

Where I am having an issue is that I have one employee that works from the Washington (PST) and is 2 hours behind us. She works from 11am - 7pm CDT (9am - 5pm PST/her local time). How can I reconfigure the DRs (edit or create a new/additional one), office hours, or inbound rules so that

• 7am - 5pm CDT, all calls are routed to the corresponding queues.
• 5pm - 7pm CDT, all calls are routed to the corresponding voicemails EXCEPT pressing 2 routes calls to the Support queue.
• 7pm - 7am CDT, all calls are routed to the queue's voicemail.

I am hoping for a way to do this automatically as I know there are users that are not good at setting their status as DND or logging in/out of queues.

 

[JorisR_3CX]

Hi,

In you "closed" IVR , for the choice number 2 , you could send it to a dummy extension . In it's forwarding rule, in available, for external calls, "If I am busy or my phone is unregistered, forward calls to:" your queue's voicemail.

Then you can add an exception for all calls between 5 and 7 pm to send it to the queue.

 

[Brian Stoiber]

1. I created a dummy extension (4999)
2. Set External Calls > If I am busy or my phone is unregistered, forward calls to:
   1. Forward to Extension
   2. 2 - Support queue (you wrote voicemail but I need it to go into the queue, probably just a type)
3. Create exception on the dummy extension 4999 for the specific hours to forward to the Support queue.
   1. Do I use a wildcard * as the Caller ID as I did in the image below?

1.