Exceptions on forwarding rules, a couple of questions

[ArneVK]

Let me first explain te case:

A customer has a door phone that calls a phone. On the extension(phone) there is a exception when this device gets called in specific hours the call gets transferred to a cell-phone. Now the issue was when the client used the dialcode's ( In - out Office emergency code) to place the PBX in Out of Office Hours. The exception is not followed, even when it was in the timeframe.

From here i tested all the Exceptions and found out that there is some strange behavior. I tested this with Global Holiday's and the emergency dial codes:

All Hours: Holiday doesn’t matter; Out Of Office Hours (dialcode) is not matter; In Office Hours (dialcode) does not matter​

During Global Office Hours: Not followed when it’s a Holiday; Out Of Office Hours (dialcode) not followed; In Office Hours (dialcode) is followed​

Out of Global Office Hours: Always followed when is a Holiday; Out Of Office Hours (dialcode) is followed; In Office Hours (dialcode) not followed​

Specific Hours: Holiday doesn’t matter; Out Of Office Hours (dialcode) not followed; In Office Hours (dialcode) is followed​

Specific Hours (excluding Holidays): Not followed when it’s a Holiday; Out Of Office Hours (dialcode) not followed; In Office Hours (dialcode) is followed​

Outside Specific Hours: Holiday doesn’t matter; Out Of Office Hours (dialcode) is followed; In Office Hours (dialcode) is not followed​

Outside Specific Hours(including Holidays): Holiday doesn’t matter; Out Of Office Hours (dialcode) is followed; In Office Hours (dialcode) is not followed​

Here is a table, even if the timeframe is met the exceptions are not followed. X marks when the exception will be followed (if timeframe is met):

IOH = In Office Hours	G. Holiday Y	G. Holiday N	In Office Hours (dialcode)	Out Of Office Hours (dialcode)
All Hours	x	x	x	x
During Global Office Hours		x	x
Out of Global Office Hours	x	x		x
Specific Hours	x	x	x
Specific Hours (excluding Holidays)		x	x
Outside Specific Hours	x	x	x
Outside Specific Hours(including Holidays)	x	x		x

Why are the exception Specific Hours & Specific Hours (excluding Holidays) not followed when the PBX is in Out Of Office Hours (dialcode)?

 

[NickD_3CX]

There is an issue currently with the those 2 specific options with forced PBX statuses which is already on our "to-do" list.
Thanks for the very detailed explanation! We are hoping to be able to get this addressed soon.

 

[cobaltit]

@NickD_3CX

Since the OP didn't mention what version is in use, can you clarify what versions are affected by this?

 

[NickD_3CX]

Sure, it was first reported in V16, but after back-tracking versions, we found it to also exist on V14, so it's been around for some time.

 

[cobaltit]

Thank you for the clarification!

 

[ArneVK]

Thanks for the info, hope this gets fixed soon. I found a workaround for this particular case.

Outside Specific Hours(including Holidays) is followed when emengency out of office is used, timeframe is not checked. So it behaves like the Out of Office line in a inbound rule.