LiveChat not applying office hours rules, only queue status

[SyncWave]

In reference to this post, I had a client request we deactivate chat on their website recently and I was discussing it with them. It appears the Live Chat still isn't obeying office hour rules in V20 U6. For the testing on our own system and created a new live chat setup on our website and PBX and we would toggle office override settings to closed. We used a department with office hours configured and the members are part of said department, all 3CX instructions on configuration followed. We tested both with a queue and a ring group and it would only apply the correct auto response messages if everyone logged out of the queue (ring group was always available), it wouldn't obey the office hours setting like voice traffic.

Did this update get delayed @Charles_3CX ?

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[SyncWave]

 

[SoterisH_3CX]

@SyncWave, If the livechat is configured to follow the department routing. The routing should be working as follows:

When the Department is Open, the calls and chats follow the "When office is open route to" destination.

When the Department is Closed, Break, Holidays, It will follow the corresponding department routing.

Given the "Accept Anyway (ignore office hours)" option is selected, calls will be routed successfully to all available Agents/Members in the Q/RG. For Queues, if any agents are logged In, and for Ring Groups if any members are available (status). Otherwise it will routed to the "Office Closed" destination of Q/RG.

Messages will be routed successfully to department destination even if all agents of the Queue are logged out OR all members of the Ring Group are AWAY/DND. In that case, all agents/members will receive an Offline Message. Messages will never follow the Q/RG out of office hours destinations.

Notes:
• In Live chat configuration settings, Admin > Voice & Chat > Edit Livechat > Messages > There is an option to change the Offline greeting to reflect the offline status.

• The information included in Offline Messages is controlled by the "What visitor information do you want to collect?" option.

If you are experiencing a different behavior from the one described above, please let us know.

 

[SyncWave]

Yes it is different than above. Both the ring group and queue tested and associated with the live chat (two separate test setups) are associated with a department that has office hours set. I only added one agent to the queue for testing and the live chat would say we aren't available or whatever if the agent logged out of the queue. If I set a temporary override for office hours to closed on the department used in the test and made it outside of office hours with the agent logged in it would say in chat automatically they are available etc and allow you to proceed. The Queue was set to end call outside of office hours, holiday, etc as its not a real queue it was just setup for the test. Likewise, the ring group had not agent login/logout options and it ignored office hours and always went through from the chat as if it was live, didn't give the message configured that the office is closed but after hours support is available via phone etc.

 

[SoterisH_3CX]

I only added one agent to the queue for testing and the live chat would say we aren't available or whatever if the agent logged out of the queue

Yes, this the correct behavior.

If I set a temporary override for office hours to closed on the department used in the test and made it outside of office hours with the agent logged in it would say in chat automatically they are available etc and allow you to proceed.

We tested this scenario (Override office hours), and it does not occur as described. When Live Chat is routed to a Department, and the Department’s closed destination is set to a Queue (1 or many logged in Agents) with that Queue configured to 'End Call' during closed hours, the behavior works as expected.

In this case, the offline greeting appears in the web visitor window, and when a reply is sent, the relevant PBX agent receives it as an offline message, since the message follows the Department’s closed destination (Queue).

However, calls will not go through if the Queue’s out of office destination is set to 'End Call'. In this case, the appropriate error message will appear in the web visitor window.

Ensure that your Queue or Ring Group belongs to the same Department and that the 'Override office hours' setting has been updated for the correct Department.

Additionally, if you are testing from the same browser, you may encounter caching issues. To avoid this, try using an incognito window or a different browser for testing.