Live chat opening hours for non-wp sites

[perfect-touch]

Apologies if I've missed this, I have searched..

Is it possible to set available hours for a live chat associated with a call queue? At the moment, all the agents must be set to unavailable for live chat to show out-or-hours. I think in the wp configuration it is possible to set time ranges for OOH. Is this possible with the non-wp code generator?

 

[VasilisV_3CX]

Hi @perfect-touch,

It isn't possible with the HTML code generator - however you can manage it via the PBX (management console) rather than via the code.

If you set specific office hours for your PBX, and ensure that when the agent status switches to DND that they're logged out of the queues, the chat will be updated to OOH.

 

[perfect-touch]

Hi Vasilis,

Apologies, it was very early in the morning here - I should have been clearer.

I would rather not use the extension auto-status update as that prevents internal/external calls to handsets on the same extensions.

What I am really after is an easy way to "switch off" the live chat availability without interfering with the extension status?

The code generator doesn't seem to have the necessary configuration elements - is there a manual entry that needs to be made to the "code snippet"?

Thanks!

 

[VasilisV_3CX]

Hi @perfect-touch,

There isn't a code snippet I'm privy to at the moment, but what I know you can do is manage the extensions with a Manager's extension for the Live Chat queue, the manager can log the extensions out of the queue and this will stop them from receiving chats, but the status of the extensions can remain whatever you'd like.

In the below example, I am logged in as agent 102, who is a queue manager and is also in the queue. The I have the ability to log agent 101 out of the queue.

 

[perfect-touch]

Thank you - is there any way I can do this automatically using REST API etc?

 

[VasilisV_3CX]

Hi @perfect-touch,

There isn't an available REST API for this at present. Given your requirements, the above mentioned method is the only way I'd advise doing it for now.

 

[perfect-touch]

Not great that this requires the queue manager to remember to log users out every night.

I have been tinkering to see if I can make use of the auto-status update but another issue has cropped-up. We use the available2 status with push notifications disabled for users in the office and have 3cx app on their mobile devices to prevent mobile devices ringing at the same time as their desk devices. I believe if I set auto status, this will switch between available and dnd overriding the user's preference of available2?

 

[VasilisV_3CX]

Hi @perfect-touch,

Both custom statuses are unaffected by auto-switching. https://www.3cx.com/3cxacademy/videos/intermediate/configuring-extensions/ - check out slide 8 here.

 

[perfect-touch]

Just an update, Vas' original suggestion of logging-off individual queues interested me and I created a CFD to loop through the queue agents and log them off/on. Unless someone has a better idea, I'll use a SIP dialler script to call the CFD numbers in the morning or evening as appropriate.

 

[Alphabetic]

Just an update, Vas' original suggestion of logging-off individual queues interested me and I created a CFD to loop through the queue agents and log them off/on. Unless someone has a better idea, I'll use a SIP dialler script to call the CFD numbers in the morning or evening as appropriate.

How does one make this?

 

[xantip]

I'm having the same issue with a customer. Generic HTML code, no Wordpress.

I tried to route the chat function calls to a dummy extension to control the chat/call routing inside and outside of office hours.

That's a trick what works fine with regular calls, but does not seem to work with chat.
The chat isn't routed to the chat queue during office hours.

As others mentioned, changing status of users outside office hours to automatically logout of the queue is not an option.
We want user status to be available outside office hours, but they don't need to get chat queue calls and messages.

Any way to get this solved? My customer gets really annoyed by this limitation.
It would be nice to have an option to control chat routing depending on office opening hours inside 3CX with some auto reply action outside of office hours.