New to 3CX: Best way to setup multiple schedules?

[advantagevoice]

We are in the middle of transitioning a client to from their on-premise PBX to 3CX. We are brand new to 3CX, while the system has been rather easy to learn and I've got most of the configuration setup, there's some quirks I'm trying to figure out how to work around. Specifically, I need help dealing with multiple schedules.

To simplify things, lets say they have four departments: Sales East, Sales West, Support, Billing. Each department operates on its own schedule. For examples, Sales East is -0900-1700 M-F (all times EDT,) Sales West is 1200-2000, Support is 0800-2000 and billing is 1000-1400*. Each department also has their own DIDs, ACDs, IVRs, etc that need to route based on their schedule.

On their old system, we simply defined the schedules and assigned extensions, IVRs, etc to the proper schedule. That way, if they need to change the schedule, we only have to change it in one place.

However, with 3CX, it appears that if they aren't using the default schedule, I'd have to make custom schedules in multiple places: the Inbound Rules, at the extensions themselves, etc. So if they want to change the hours on a schedule, I have to figure out which extensions and DIDs are following that schedule and change them individually.

Is there an easier way to do this? I'm guessing it might require use of the Call Flow Explorer?

Thanks!

 

[Evolute IT]

The CallFlow is definitely your best bet I think.

Check out the Time-Based Routing example.

 

[advantagevoice]

Yeah, I made a couple of flows for individual extensions. I'm wondering if i can create one flow per department, so that all the extensions are handled within the times defined in the flow.

 

[Evolute IT]

Yeah, I made a couple of flows for individual extensions. I'm wondering if i can create one flow per department, so that all the extensions are handled within the times defined in the flow.

You could even use 1 CFD for all departments. Just configure the flow appropriately.

 

[advantagevoice]

You could even use 1 CFD for all departments. Just configure the flow appropriately.

Are there any examples of that? I've only found examples dealing with a single extension.

 

[Evolute IT]

Are there any examples of that? I've only found examples dealing with a single extension.

Use queues? The agents can have their schedules set in Auto-Switch, then the queues can direct calls to the appropriate agents. The CFD allows to filter calls before sending them to queues, so you know what department and can even check the hours in the CFD directly instead of relying on an inbound rule.

 

[advantagevoice]

Here's a couple examples of the call flow.
Sales - day
1. Caller calls main number which goes straight to an IVR using schedule 1.
2. They press 1 which puts them into ACD 1, which also follows schedule 1.
3. The call is picked up by an ACD agent.

Support - day
1 Caller dials main number and hits the same IVR
2. They press 2 for support which routes the call into another IVR. Since support has different hours, IVR 2 follows a different schedule.
3. They choose an option that puts them into the support ACD which has the same schedule as IVR 2.

Now, lets say that they want to change the hours for support. I have to find each IVR, ACD, etc and change each one of them as opposed to the default schedule, which I can change in one place.

Due to the amount of different departments and extensions my customer has, this increases the complexity by an order of magnitude. The way it works now, we'd have to somehow keep track of all the DIDs, extensions,IVRs, ACDs, etc that are not using thee default schedule so that if/when they make changes, everything gets updated correctly.

I'm hoping that there's a way that I only have to change the schedule once and not have to worry about each individual item that uses that schedule.

 

[VasilisV_3CX]

Hi @advantagevoice,

I believe that using a CFD would be appropriate. The simplest solution, as mentioned above would be to set up specific queues with specific hours, however since it is no possible as you've mentioned above - perhaps the CFD would be a more elegant solution.

More on our Call Flow Designer (CFD) here: https://www.3cx.com/docs/manual/call-flow-designer-manual/

 

[advantagevoice]

Hi @advantagevoice,

I believe that using a CFD would be appropriate. The simplest solution, as mentioned above would be to set up specific queues with specific hours, however since it is no possible as you've mentioned above - perhaps the CFD would be a more elegant solution.

More on our Call Flow Designer (CFD) here: https://www.3cx.com/docs/manual/call-flow-designer-manual/

Thanks. Problem is, I'm new to the system and while I've done simple flows for individual extensions, I'm not experienced enough to know if what I want to do is even possible. Ideally, I'd have one flow per department, that controls the hours for all of their respective extensions, IVRs, ACD, etc. That way I only have to create N-1 flows (as the default schedule will handle the largest department.)