Global Holiday

[Intech Mackay]

Good day

I was wondering if anybody could help me. I have set up Global holiday for Christmas under Settings/Timezone Office Hours and Holidays and recorded a prompt, in Inbound Rules i have ticked Play Holiday Prompt when its a global holiday but on an incoming call its not playing the prompt, the call is just following the normal inbound rule and going to the ring group.
Please can someone enlighten me. thank you.

 

[JohnS_3CX]

Hi,

It's not christmas yet


When you define a Global Holiday, the system will go to out of office hours and enters holiday mode.
It will play that message on the date that you defined, and then send the caller to the Digital Receptionist call HOL. From there you can define what happens to the rest of the call.

Check out our pre recorded webinar and it should guide you through the entire thing:
https://www.3cx.com/3cxacademy/videos/intermediate/time-day-routing/

 

[SteveITS]

I'm seeing the same issue. Linux, 16.0.7. Jan. 1 (every year, all day) is a holiday. No prompt is selected for that holiday, so "the default "Out of office IVR" (HOL) will be triggered for calls on this holiday." SIP trunk has "Play holiday prompt when it's a global holiday" checked. The HOL IVR has a short message then it sends to IVR x810 after 1 second. Activity log shows inbound calls go straight to the default in-hours IVR, x800.

The only inbound rule we have is for a DID that routes to x700, and checking "Play holiday prompt when it's a global holiday" has no effect, as I would expect since I'm not calling that number. However, if I DO check that box and call that DID, I only hear the prompt asking for a conference ID.

Date/time on the 3CX server is correct.

 

[SteveITS]

Any suggestions for what to look for?

 

[SteveITS]

I had some time to play with this. If I create a new holiday for today, using various parameters, it works. I changed the Jan. 1 holiday to Jan. 5 and it works. Unclear why it wasn't working on Jan. 1.

 

[_DJ_]

We've had an issue on a machine as well at the first of January. But in this case, all caals were routed as if the office was open...
This happened eventho all was configured correctly. Support is checking it in the meanwhile... To make it more special; christmass holiday was configured almost the same way, and it did respect the holiday configuration..... Weird

 

[AWS2P]

May be it's related to the year change when a holiday range is part of 2 years ?

 

[SteveITS]

In my case there wasn't a date range...the holiday was set as Jan. 1 every year. At the time I assumed the scheduling was correct and there was something else wrong, but that doesn't appear to be the case if I can just add other days as holidays and have it work. I was testing around 1pm, when I posted, which would be nowhere near a time zone shift (UTC -6 or something).

 

[_DJ_]

In our case there wasn't a range either, just a Holiday, 1st of January, every year, 0:00 - 23:59. Nothing special at all

 

[Dennis-raak]

Oddly enough, I had the same problem for January 1st for one customer. During Christmas the holiday configuration worked fine but on january first the system also did not go into holiday mode and routed calls as if it was a normal working day.

 

[NickD_3CX]

We had a few cases report this, not a lot though, but we never managed to get enough data to figure out if it was an software issue or a user mistake.

I'd recommend, if you have a holiday coming up, set your 3CX to Verbose 1-2 days prior and just remember to check in the morning of the holiday is the routing is working or not.

If it's not generate the Support Info files and keep them handy and just let us know here.

Note: Support Info can be generated from within the Management Console, top-right corner, Support --> Generate Support Info

 

[SteveITS]

Oddly enough, I had the same problem for January 1st for one customer.

Just one? Or one reported it? It didn't even occur to me at the time to make calls to all our clients to test. It might be interesting if someone has time to set up a VM, set the clock to 11pm on Dec. 31, 2020 and see if the holiday message works on Jan. 1. In other words it seems logical that a "Jan. 1" first problem is more likely due to a bug in a date test or something, than a "holidays don't work at random times" problem. Unless Nick is saying their reports are for random dates.

The detection of this problem is complicated by the fact that few clients on holiday call themselves, and they probably don't get reports from their customers saying, "I expected a holiday message yesterday and didn't hear it."

 

[NickD_3CX]

Unless Nick is saying their reports are for random dates.

The few reports were for random dates over the holidays with no apparent pattern.

 

[SteveITS]

Verbose

It's been a month and I've been slammed today so I don't recall now if I tried it and didn't see anything, or didn't try Verbose and just looked at the visible logs. Pretty sure I tried Verbose. But as I noted above "Activity log shows inbound calls go straight to the default in-hours IVR, x800." And, creating a new holiday for Jan. 5 (on Jan. 5) with the same few settings worked fine (date, no prompt). Our next scheduled one is May 31. I'll try setting this Sunday as holiday and post if it doesn't work.