Inbound SMS to Que Problems Outside of Office Hours

[phillytky]

Hello, I have seen several posts about others having similar issues but not sure I have found a post with a resolution. We have a customer that:

1. Primary Trunk for Inbound Calls Also Setup with SMS.
2. SMS are routed to same call queue that the phone calls are routed.
3. The system has after-hours setup globally.
4. SMS work fine during normal business hours but when they are closed SMS do not show up properly in que chat. The carrier webhook was processed.

Has this issue been looked at in the past and if so, how was it resolved? If there was a post that explains this, please just send me the link

 

[YiannisH_3CX]

Hello @phillytky

First of all what PBX version are you running? Also is the destination for in office and out of office hours the same or does the destination change for out of office hours?
When the PBX is in out of office hours do the agents log out of the queue automatically?

Generally speaking when an SMS arrives at a queue all logged in agents should get the SMS and a notification. If agents are logged out the SMS will still go to the queue but no push will be sent to the agents. However the SMS will be waiting for them in their chat section.

 

[phillytky]

Hello @phillytky

First of all what PBX version are you running? Also is the destination for in office and out of office hours the same or does the destination change for out of office hours?
When the PBX is in out of office hours do the agents log out of the queue automatically?

Generally speaking when an SMS arrives at a queue all logged in agents should get the SMS and a notification. If agents are logged out the SMS will still go to the queue but no push will be sent to the agents. However the SMS will be waiting for them in their chat section.

This PBX is running on 18.0.8.9.

When the office hours are closed, the calls are routed to an after hours IVR not the Q. When the office is open the calls route to the Q directly.

This issue has to do with them reporting SMS not being received when office hours are closed (nor show up in the chat the next day).

 

[Charles_3CX]

In this case, if calls are routed to an IVR outside of office hours, you must set the SMS to be routed to the queue from the IVR.

https://www.3cx.com/docs/manual/ivr-digital-receptionist/#h.q1v8laia3t51

Please note that the option is found under the IVR settings when accessing via the admin console logged in with a user with the appropriate role, for example, system owner.