Extension forwarding exceptions not being processed.

[doncol]

We have clients who require several different out of hours options because they want it handled differently if they've put the system in out of office mode during normal business hours using dial codes. To do this I've implemented time based exceptions on a virtual extension to handle this, but the exceptions never get processed. The virtual extension is Available, but still, it seems it never wants to process the exceptions. Is this feature broken?

Regular Out of Hours goes straight to voicemail.

Exception: Caller ID: * ; Hours: set to business hours ; Action: Forward to another extension which sends to an external number.

It always goes to the voicemail, regardless.

System is 18 Update 7 (Build 312)

 

[YiannisH_3CX]

You need to see if the calls are hitting the virtual extension first and then proceed to exceptions. Remove the exceptions and register the extension on a mobile device or 3CX app.
Make a call and see if the call hits the extension. If it does not then your issue is with call routing or source identification. If it does try different exceptions and see if that works.

 

[doncol]

You need to see if the calls are hitting the virtual extension first and then proceed to exceptions. Remove the exceptions and register the extension on a mobile device or 3CX app.
Make a call and see if the call hits the extension. If it does not then your issue is with call routing or source identification. If it does try different exceptions and see if that works.

Thanks Yiannis. It is definitely hitting the extension ok. Will do some testing with audit log on medium, to see if it processes the exception or not.

 

[YiannisH_3CX]

Thanks Yiannis. It is definitely hitting the extension ok. Will do some testing with audit log on medium, to see if it processes the exception or not.

You will probably need verbose logging to see what is going on. Let us know if you need any assistance

 

[bob.hursey@thebrookfieldg]

Thanks Yiannis. It is definitely hitting the extension ok. Will do some testing with audit log on medium, to see if it processes the exception or not.

Did you ever get this working? I'm experiencing a similar concern. I'm trying to setup a Virtual user for routing with unique Time/Day routing Exception rules... but it will only ever use the first rule. When I look at the Exception rules via the User Web Client portal and Settings... it shows the rules to have a column for "Received during", but I when creating/editing rules from here it won't allow Time/Date.

This feature seems quite broken.