Multiple Departments/ Digital Receptionists and Office Hours v20.

[Shragi Leitner]

Hi

I've recently upgraded to v20, and I'm trying to set up a group of IVR Menus that will direct calls to different departments in the organisation.

Each department has different office hours, and I would think that each IVR menu would inherit the office hours from the relevant department; however, what actually appears to be happening is that the entire call is based on the office hours from when the call was initiated.

So, the caller calls the DID number, and the call is answered by IVR Menu #1 - According to the office hours set for Department #1.
The caller makes his selection and is routed to IVR Menu #2 - which is assigned to Department #2 with different office hours. However, this set of office hours is ignored.

I'm not sure if the Department office hours is a new feature in v20 as I haven't used this option in a previous version, but I wonder if this is a known limitation or a bug, or a feature still in dev?

I'm looking forward to the return of some key features that have vanished since the upgrade to v20. Namely; Activity logs, call logs and CID Inbound Rules.

Many thanks

 

[Alphabetic]

https://www.3cx.com/docs/manual/office-hours/

states

an important concept to understand is that the office hours of the endpoint/extension/system extension at which the call arrives are applied. So it does not matter from which IVR or SIP trunk the call came from, it only matters where it arrives.

Rather then using your departments, why dont you keep everything under the default department?

Also, inbound rules isnt coming back, stated in another post it is not neccessary. Call logs are found under reporting.

 

[ThomasLeeIV]

Another confusing aspect of this is that an extension/ring group/IVR can be a part of multiple departments, so how do we know which one takes precedence?