How to ring calls internally after hours?

[admin1209]

GPT/Gemmini/CoPilot have not got me where I need to, so I'm hoping the hive mind has some better ideas.

For context, we have a call center that uses Zendesk. When a customer calls our 1-800 number, they can press 1 to transfer directly to a location and 2 to speak with a CSR. Option 1 routes them to our 3CX setup. In 3CX we have 15 stores configured, each one is it's own department, along with its own queue and set office hours (as they are spread out all over the US). I have about 16 more stores to add in the next couple of weeks. After migrating 3 stores last week, they requested to be able to call each other after hours. I didn't think it would turn into such a problem, but I can't seem to figure it out.

On the queue, when the office is closed, I have it set to route to a VM and play an announcement. For the extensions, under call fowarding > DND, I've set forward internall calls to the extension number, the external number, a temporary queue, and send busy. Logs either give me looping errors or lost call in queue.

Is there any way to make this work?

 

[paulodagraca]

Hello @admin1209,

You could set the 'out of office hours' on the queue to an extension.
Set the extention to ALWAYS goto an Voicemail with 'out of hours message'.
(Almost the same as you have now)
Now add an exception forwarding rule for all the internal extensions.
Example you internal extensions are 4 digit between 2000 en 3999.
The exception should have this 2000-3999 forwarded to a ring group.
In this ringgroup setup the same extensions as the members in the queue.
The shop phones will now ring after hours no matter if logged into queue or not.
Should work fine.

Paulo

 

[admin1209]

Hello @admin1209,

You could set the 'out of office hours' on the queue to an extension.
Set the extention to ALWAYS goto an Voicemail with 'out of hours message'.
(Almost the same as you have now)
Now add an exception forwarding rule for all the internal extensions.
Example you internal extensions are 4 digit between 2000 en 3999.
The exception should have this 2000-3999 forwarded to a ring group.
In this ringgroup setup the same extensions as the members in the queue.
The shop phones will now ring after hours no matter if logged into queue or not.
Should work fine.

Paulo

All I ended up doing was just unchecking Automatically switch status to Available during office hours. With that checked, when the queue would shut down for the night, it would put the phones in DND and log them out of the queue. But since these are just small store fronts, and no one would ever log out of a queue, I didn't need it to do that. At night, the queue goes off but the extensions remain active, and they resume their normal activity in the morning.