How to Configure Inbound Rules for IVR Based on Office Hours in 3CX V20

[RedPull]

Hello everyone,

I'm currently working on configuring my 3CX V20 system to handle incoming calls via a SIP trunk differently based on office hours. Specifically, I want calls to be routed to an "IVR Open" during office hours and to an "IVR Closed" outside of office hours.

However, I'm having trouble finding where to configure the inbound rules. In my 3CX Management Console, I only see the following options in the menu:

• Dashboard
• Users
• Voice & Chat
• Phones
• Outbound Rules
• Departments
• Office Hours
• Call Handling
• Reports
• Event Log
• Recordings
• Backup
• Integrations
• Advanced
• System

I have already defined my office hours under the "Office Hours" section and created the IVRs for both open and closed times. But I can't find the "Inbound Rules" section to set up the routing based on these hours.

Could someone please guide me on where to find the inbound rules or how to achieve this configuration with the options available in my menu?

Thank you in advance for your help!

Best regards,

 

[NikolasA_3CX]

Hi @RedPull

On v20 there is no longer an inbound rule; instead, you directly assign a DID to the extension you want the call to route. In this case, navigate to the IVR, click on the Assigned DID number(s), select the DID, and then while in the IVR navigate to the bottom to configure where the call will route during office hours and out of office hours.

Also, I suggest checking the configuration guide for V20 for additional information.
https://www.3cx.com/docs/manual/

 

[RedPull]

I found it in 'Voice & Chat' next to my SIP under 'Route to.' There is a link called 'Call Routing' where I can set it up exactly the way I want. I'm glad I updated to v20! Cool stuff!

 

[NikolasA_3CX]

We are glad to be of assistance.

 

[antrill]

Hello @NikolasA_3CX,
I have a similar question. We just upgraded to V20 and I just don't get this change, although I tried and did read the manual.
It's fine for IVRs that should have a DID permanently assigned, but we used it differently like this in V18:
For some users (in sales) we want to route to an "out-of-office" IVR after office hours, but not for everyone. We did this in the inbound rules where we could set routing of a DID based on office hours.
Now I'm told by the manual to configure it in the IVR, but if I assign a user's personal DID to the IVR to somehow route to it after hours, I am told it will unassign the DID from the user, making him unreachable.
In the user settings, I do not have the option to route differently in / out of office hours, or I don't see them. I did assign a department, but there I can only set times and no routing as well. Please clarify this a little more.

 

[daspremont]

Hi, same question here:
Users have a dedicated SDA. But out of office hours, I want calls to thoses SDA to be routed to an IVR. It was working fine with v18 but not in V20. How can I achieve this ? users are angry as they are disturbed when they shouldn't be :-(

thanks for your help...
Ferdinand

 

[rotim]

Same discussion here:
https://www.3cx.com/community/threa...ation-for-individual-user.126609/#post-601126
No decent solution yet, sadly. You have to create exceptions per user, 1 by 1.