IVR, Departments and Office Hours - IVR ignores Office Hours of Departments

[integra-tek]

Hey there,
I'm having some issues with V20 pro: IVR seems to not consider department Office hours

Configuration:
Dept Main -> IVR 800
Dept 1 -> IVR 810 (Dept 1 open message) ,811 (Dept 1 closed message)
Dept 2 -> IVR 820 (Dept 2 open message) ,821 (Dept 2 closed message)

Dept Main: Office Hours 00:00-00:00 (always)
Dept 1: Office Hours 09:00-17:00 (always)
Dept 2: Office Hours 08:00-18:00 (always)

IVR 800 has DID (unique number) assigned
Prompt Selection 1 --> IVR 810
Prompt selection 2 --> IVR 820

IVR 810 destination set to IVR 811 if "office closed route to"
IVR 820 destination set to IVR 821 if "office closed route to"

No matter how I set office hours, IVR 811, 821 is never selected.
It seems office ours are ignored by IVR.
Office Hours are used only in the IVR with the DID set (Main dept IVR800).

What I am missing?

Thank you

3CX Pro V20.0 update 1 (Build 731) on Premise on Linux debian 12

 

[OlegR_3CX]

Hi there.
So in your case, your IVR is part of the department, and you assign it in the IVR settings?
Also, when the call comes thought, can you see in the call is sent to the correct destination?
Are you using 3CX supported SIP trunk?

 

[mgroom]

V20 changes things a bit. In IVR 810 at the bottom of the screen you will find destinations. You need to change this to IVR811 for when the office is closed. It took me a while to realize this as well as it is nowhere in the documentation. See Image below. DDID's always check office hours on incoming calls but that check is not transfered with the call with departments. Each department does its own check for did's as well as for IVRS