Live chat office hours

[saint__]

Please please please DEV team... It is so great that you come up with frequent update and new features, but *PLEASE* stop taking away previous ones. Or if you do, replace it with a better version of the feature.

Old live chat allowed to have office hours.
Now, you need to be logged in which create a bunch of bad scenarios.
Typically someone like me who forgot to log off yesterday night, and had a chat on my phone from someone overseas and woke me up at 3AM. I am so annoyed at this now that I just want my team to take it off the web site.

We have a business model where our agents are logged at 24x7.
Back in the previous version of the live chat, we would close it at 5PM EST.
Customers who wanted to reach us would call and clearly hear a message "If this is a network emergency, please press x"

I wanted to create a queue with business hours, but this is impossible out of the box.
I tried a work around where I would have an un-registered SIP Extension belonging to a LIVE CHAT Queue, and set business hours to the extension, with office hours / if set is un-registered -> send calls to queue, but I noticed that even if I log off all agents from the chat queue, the chat goes to them as long as they are logged in somewhere else.

With this version of live chat, we're pretty much screwed.
It's getting turned off for us today until office hours are back..

 

[Dmitry Yurkin]

Hello, Saint!
Livechat takes into account user's status. So if you are in DND you shouldn't receive livechats and calls.
Anyway, Livechat respects group's office hours and group's routing settings, if destination of Livechat is group.
So you can configure destination of your livechat to group. Configure group's office hours for this group and route it to your queue for work hours. It's easier in Update 6, but also can be done in update 5.

 

[saint__]

Hi, we can't use DND as we have to answer phone calls after hours. We just dont want the chat to be opened for random non emergency questions. Please define what you call "GROUP" ? As far as I know, there is no way to set office hours for a RING GROUP.

 

[Dmitry Yurkin]

Not a ring group, just group.
Which version and edition of 3CX are you using?

 

[saint__]

Hi,
We use Enterprise on latest V18U5
I checked the 3CX Client app on MacOS, and the only options I see for chat destination are either users or queues. Not User Groups if this is what you are referring to.

 

[Dmitry Yurkin]

I was a little wrong. Unfortunately in update 5 Enterprise you can't do this.
But on update 6 it's possible (final release coming soon). In MC you can create user group and set "Allow group to be called and routed" in the Rights tab. If this option is checked, you can set this group as destination for LiveChat. And it will use group's office hours for routing.

 

[saint__]

You guys understand how crazy this UIX is.

First create the chat feature under management console / live chat

Then configure destination under the OS Client

Then create a group where I'm going to put those users (so users will be in their original group, in a queue because they are agents, and now on this other group) if I want to have office hours.

So I now manage the live chat from 1 place where it was before (Wordpress admin) to 3 places if I want to follow the same features
My users which were in one group and one queue now have to be in another group

Just painful. Great product, but sometimes just painful..