IVR options by office hours and issues with DTMF mode

[AnthonyKolka]

I can't find anywhere to do this, and it sure seems to not be a feature. It would be great if we could use office hours to change the routing of individual options.
Also, while on the subject of IVR there are some major misses in this implementation.

• DTMF option doesn't support the ability to dial any extensions
• DTMF option only allows patterns using 0-9, # and * are not allowed. If you are going to not route to built in functions because it's DTMF mode, you could at least let us have all DTMF tones to work with...
  
  

I know you are going to tell me to use the call flow designer instead of an IVR.

 

[Charles_3CX]

Regarding your question and office hours, this can control the routing depending on what is set and where, for example, if setting global office hours, this will route calls based on the office hours for either in-office hours or out-of-office hours destinations set on inbound rules for your DID's.

Additionally, if the auto switch is enabled on extensions, it will switch them to DND when the system is out of office hours, so you can set to route calls to an extension and then to another destination when in DND.

Regarding DTMF within IVRs, the DTMF IVR will not allow direct extension dialing and other options. For this, you require a standard IVR.

Also, there is no CFD for 3cx-hosted instances currently. This will come in a future update.

 

[AnthonyKolka]

Regarding your question and office hours, this can control the routing depending on what is set and where, for example, if setting global office hours, this will route calls based on the office hours for either in-office hours or out-of-office hours destinations set on inbound rules for your DID's.

Additionally, if the auto switch is enabled on extensions, it will switch them to DND when the system is out of office hours, so you can set to route calls to an extension and then to another destination when in DND.

Regarding DTMF within IVRs, the DTMF IVR will not allow direct extension dialing and other options. For this, you require a standard IVR.

Also, there is no CFD for 3cx-hosted instances currently. This will come in a future update.

Thank you for reiterating what I have already said. I can't post in feature requests for who knows what reason. I posted this here in 3cx hosted because I assumed that you would pay attention to these posts more. Please consider these items feature requests.
1. Direct dial extensions in DTMF mode
2. Use of # and * in DTMF mode
3. Optional time based routing inside IVR

Every one of these things can be done with asterisk, freepbx, etc.

 

[Charles_3CX]

Thanks for the information. The answer is to use a standard IVR, not a DTMF IVR, but thanks for the advice.

More time-based routing options will be available in the next update, although they may not be directly within the IVR and can be performed via CFD, which also is coming for hosted instances shortly.

But as you have mentioned, this is not directly related to hosting. You just posted it here for attention. You can use CFD if your system is not 3cx hosted currently: https://www.3cx.com/docs/cfd-time-based-routing/

 

[AnthonyKolka]

Thanks for the information. The answer is to use a standard IVR, not a DTMF IVR, but thanks for the advice.

More time-based routing options will be available in the next update, although they may not be directly within the IVR and can be performed via CFD, which also is coming for hosted instances shortly.

But as you have mentioned, this is not directly related to hosting. You just posted it here for attention. You can use CFD if your system is not 3cx hosted currently: https://www.3cx.com/docs/cfd-time-based-routing/

Thank you for your response, but I am not trying to provide advice, I am trying to request functionality.
If you cannot or will not allow direct extension dialing via DTMF mode, then how about making # and * options in the standard IVR?