IVR - Helpdesk - Time Based

[SimonGH]

Hi everyone,

I seem to be having some trouble with an IVR setup.

When people call 801, during office hourse I'd like them to arrive at 851 (our IT IVR).
The IVR gives two choices. External helpdesk or internal helpdesk (881 Queue) The IVR works.

problem is, 801 is first in line in the 881 Queue, which kind of creates a loop. because they go back to the IVR.
I don't want to change my extension number.

extra, I'd also like to internally spoof my extension number to the IVR one (851).

I've tried with a CFD flow with no luck.
Tranfer 1 is during work hours. When calling 801 it should tranfser to 851 (IVR).
Transfer 2 is out of work hours, meaning directly to our Queue 881.

But this doesn't work at all.

 

[edossantos]

If you're in v20, there is a known issue detecting in-office / out-of-office hours. This will be fixed in the final release of v20, and in this case it will check the office hours for the default department. In v20 U1 we will allow assigning a department to a CFD app, and in that case the app will follow the office hours for that department.

 

[SimonGH]

Thank you for the reply, but I'm sure I'm doing something wrong.

Is there anoter way to make this work? Simply put, a personal IVR for an extension without causing a loop.