Indvidual extension office hours

[matjaz]

Hi all,

I'm having trouble understanding how this whole office hours ordeal works in V20.

I have a scenario where one extension needs to have their own individual Office Hours. When out of office I would like to play just a simple announcement that they're currently out of office. Another thing is that they would also like to see missed calls when out-of-office so they can call them back when they return.

So first I created a department (DEPT) and configured the office hours on this department. I then edited the extension (100) where I configured its main department to be DEPT.

I configured the DID 12345100 to ring this extension 100 directly.

Problem is that in this scenario the extension still rings even though it shouldn't according to the office hours.

I then tried configuring individual office hours on extension 100 under Users => 100 => Schedule and the extension still rings.

If I configure the DID on a Queue, a Ring Group or a Department - the office hours are honored - but the problem is the user isn't able to see Missed calls when out of office.


Thanks for your advice in advance.

 

[Evolute IT]

Make sure you check "automatically switch to available during office hours". This will have the extension go to DND outside hours. Then you use the forwarding rules/voicemail to handle that part.

No need for a department, each users can have a specific schedule not related to their department.

 

[matjaz]

I did check that but it's still ringing when Out-of-Office.

Should I see the extension change its status to DND automatically when out-of-office?

 

[Evolute IT]

I did check that but it's still ringing when Out-of-Office.

Should I see the extension change its status to DND automatically when out-of-office?

If the checkbox is checked, yes.

It will only work if the user is using DND/Available. If they use the second status of each (Available 2 and DND 2), then it won't work.

 

[matjaz]

It will only work if the user is using DND/Available. If they use the second status of each (Available 2 and DND 2), then it won't work.

Can you explain this? I don't understand.

 

[matjaz]

If the checkbox is checked, yes.

If I manually set the status to Away or DND, the calls are redirected to voicemail where I have the announcement. And I see missed calls aswell.

The behaviour doesn't change in regards to Office Hours - changing the Office Hours of the department to which this Extension belongs or the individual extension Office Hours does not affect the Extension status. The Extension always stays in the status I set it to manually.

 

[KyriacosS_3CX]

The "custom" statuses as sticky and don't switch automatically - if a user sets on of those, like Lunch or Business Trip they will stay on that status until manually switched out.

 

[matjaz]

The "custom" statuses as sticky and don't switch automatically - if a user sets on of those, like Lunch or Business Trip they will stay on that status until manually switched out.

Ah, I understand.

I haven't used those statuses - only the first three - Available, Away and DND.

But like I said - I can't get them to change automatically in relation to office hours. For example:

It's currently 10:30 AM. Office hours are set between 8:00 AM and 4:00 PM. Which means in office.
I manually set the status to Available. Then I go and change the office hours to between 1:00 PM and 4:00 PM.
The Extension status doesn't change - it's still set to Available and when I call the DID the Extension is ringing.

Then I manually change the status to Away. When I call the DID I get the Voicemail announcement.

Then I go and change the office hours back to between 8:00 AM and 4:00 PM. The Extension status doesn't change and stays set to Away.

I have tested the same scenario by changing the Office Hours:
- individually on the Extension by using "This extension uses specific office hours" on the Schedule tab. The "Automatically switch status to Available during office hours" is checked.
- Extension is set to "This extension uses default office hours" on the Schedule tab. The "Automatically switch status to Available during office hours" is checked. Main department on the extension is configured to "DEPT" department. I then proceeded to change Office Hours for "DEPT" department.

I have also tested all of these scenarios by using the Available and DND statuses.

 

[KyriacosS_3CX]

Hi,

Just a point in case this was not part of the testing - the change happens as the Extension/Time passes through the threshold/trigger time. If you set a time for a change before current time it will not change until the next day.

 

[fxbastler]

It's currently 10:30 AM. Office hours are set between 8:00 AM and 4:00 PM. Which means in office.
I manually set the status to Available. Then I go and change the office hours to between 1:00 PM and 4:00 PM.
The Extension status doesn't change

An automatic change in the status of an extension based on configured business hours only occurs at the preset time of the business hour change (threshold time) and not when the business hour setting is changed.

Provided the extension is in a status that allows automatic status changes (see Admin / System / Options / Scheduler / Automatic Status Scheduling) and is within business hours:
So, if it is 10:30 AM, the extension follows the business hours (automatic status change), and the business hours are changed to 1:00 PM to 4:00 PM, the extension's status does not change at the moment the setting is changed. It will not change again until 4:00 PM (to out of business time / office closed)).

 

[matjaz]

Yes, this was the problem with my testing. Everything works otherwise. Thanks for your help!