FEW QUESTIONS/ISSUES

[DGC365]

Who can help me?
I have a local 3CX system and I have the following three issues.

One - My reception has two phones, one a T57W and one a T58. Is there a way to get the same software on both?
As it's not same seats always and having to work with two different *systems* gets quite confusing for them.

Two - Is there a way to have two separate office hours. I want when I close after 5 it to go to after hours IVR and if they click emergency it gets transferred to my other office which is open until 12am and then after 12am to get transferred to my answering service. Right now I did it, by putting hours until 12 and then putting a break from 5 to 12 and during break it goes to an IVR which has the option for my other office, is this the correct way?

Three - Some of my numbers I ported do not have caller id, how do I enable that?

Four - How do we remove on the message press * for operator. People go to messaging and then when they hear that option they press * which hangs them up and although they are impatient, they still get upset at us.

Five - One of the phones in my queve, when they put the call on hold, any other calls from the queve come in, so if they need to check something, they continue to get calls, how do they not receive queve calls while they are on the phone?

Six - Are there any these options on queves? I want a message to play that says, "to continue waiting to speak to a representative stay on the phone, to leave a message and have a representative call you back, please press 1, leave a message and someone will get back to you before the end of business day". Is there that option?

Any help here would be appreciated.

 

[xcobean]

Hello,

Would have been better if you have separate posts for each of the questions however try below

I have a local 3CX system and I have the following three issues.

One - My reception has two phones, one a T57W and one a T58. - Do you mean having the same firmware or the same UI when you login to the phone's URL? - In terms of firmware the phones are a bit different in functionality even though the model numbers seem to show they are in the same series. You can find firmware for both https://www.3cx.com/docs/phone-firmwares/

Two - Is there a way to have two separate office hours. - try using a CFD to process the inbound calls. It has functionality that can route calls depending with time, day/Date settings.

Three - Some of my numbers I ported do not have caller id, how do I enable that? - This you may have to work with you SIP provider to bind caller IDs to the SIP trunk otherwise you use the option for "Default route" in the trunk settings then all the calls that do not have an explicit caller ID will be routed to that destination.


Four - How do we remove on the message press * for operator. People go to messaging and then when they hear that option they press * which hangs them up and although they are impatient, they still get upset at us. - Have you set an operator extension ? use the CFD or IVR to route calls accordingly.

Five - One of the phones in my queve, when they put the call on hold, any other calls from the queve come in, so if they need to check something, they continue to get calls, how do they not receive queue calls while they are on the phone? - Have you set the option for the extension to receive multiple calls?

Six - Are there any these options on queves? I want a message to play that says, "to continue waiting to speak to a representative stay on the phone, to leave a message and have a representative call you back, please press 1, leave a message and someone will get back to you before the end of business day". Is there that option? There is an option to request for a call back. "
Customers in queue can either trigger call back by pressing DTMF 2 or choose the callback option after call back timeout."