Have a 3cx installation for a company that opens at 5PM and closes next day at 9AM. They are closed between 9AM and 5PM.
Current configuration has office hours set as 0:00 to 23:59
Then all calls inside office hours are sent to a dummy user ext.
This dummy user extension has two forwarding rule exceptions
1 ) "outside set hours" All calls that are received outside the set hours are forwarded to an incoming queue. where set hours are 9am to 5pm
2) "within set hours" All calls that are received in the set hours are forwards to an Office closed IVR where the set hours are also 9am to 5 pm.
so if a call is received at 9:30 am then it fits rule 2) and is sent to Office closed IVR
but if a call is received at 8:30 am then it fits rule 1) and is sent to the incoming queue where it gets answered
It all works perfectly fine ( yes there is the glitch between 23:59 and 00:00 , but the odds of a call in this minute are near zero)
But the problem comes when there is a holiday. It gets worse as this customer is always OPEN all day on that holiday.
The complete reverse to a normal office configuration.
I cannot set a holiday time as this is governed by the office hours and in my configuration the office hours are 0:00-23:59.
so there is NO out of office hours to trigger an out of office hours "Inbound rule"
How do I handle this at the moment :-
I manually alter the specific set hours for the holiday days on both forwarding rules on the dummy ext to 00:00- 00:01
So ,on a holiday, if a call comes in at 9:30 am then the rule 1) applies as the call is outside the specific hours set for that day at 00:00-00:01 and so it gets forwarded to the incoming queue to be answered. All works fine too.
When the holiday day is passed I must manually change the specific hours back to the default 00:00-23:59.
So what is the problem:-
I cannot use the holiday settings to configure holidays in advance and have the system switch to the incoming queue for that holiday timeframe.
And it is not a set and forget system configuration.
I even thought thru trying to set global office hours as you would a normal in office:
In office hours from 5pm to 23:59 pm, and out of office hours 9:01am to 5PM
but then how do I configure the other in office hours of 00:01 - 9AM.
Basically this company works the hours when normal companies are not. The open overnight and on holidays.
Any thoughts.
Current configuration has office hours set as 0:00 to 23:59
Then all calls inside office hours are sent to a dummy user ext.
This dummy user extension has two forwarding rule exceptions
1 ) "outside set hours" All calls that are received outside the set hours are forwarded to an incoming queue. where set hours are 9am to 5pm
2) "within set hours" All calls that are received in the set hours are forwards to an Office closed IVR where the set hours are also 9am to 5 pm.
so if a call is received at 9:30 am then it fits rule 2) and is sent to Office closed IVR
but if a call is received at 8:30 am then it fits rule 1) and is sent to the incoming queue where it gets answered
It all works perfectly fine ( yes there is the glitch between 23:59 and 00:00 , but the odds of a call in this minute are near zero)
But the problem comes when there is a holiday. It gets worse as this customer is always OPEN all day on that holiday.
The complete reverse to a normal office configuration.
I cannot set a holiday time as this is governed by the office hours and in my configuration the office hours are 0:00-23:59.
so there is NO out of office hours to trigger an out of office hours "Inbound rule"
How do I handle this at the moment :-
I manually alter the specific set hours for the holiday days on both forwarding rules on the dummy ext to 00:00- 00:01
So ,on a holiday, if a call comes in at 9:30 am then the rule 1) applies as the call is outside the specific hours set for that day at 00:00-00:01 and so it gets forwarded to the incoming queue to be answered. All works fine too.
When the holiday day is passed I must manually change the specific hours back to the default 00:00-23:59.
So what is the problem:-
I cannot use the holiday settings to configure holidays in advance and have the system switch to the incoming queue for that holiday timeframe.
And it is not a set and forget system configuration.
I even thought thru trying to set global office hours as you would a normal in office:
In office hours from 5pm to 23:59 pm, and out of office hours 9:01am to 5PM
but then how do I configure the other in office hours of 00:01 - 9AM.
Basically this company works the hours when normal companies are not. The open overnight and on holidays.
Any thoughts.
