Office hours not triggering status?

[drac011041961]

Hi - this is my first post so I sincerely hope I manage to do the right thing! This will take a bit of explaining:

I have a client who is (now) running Version 20.0 Update 1 (Build 673 Beta). On the previous version, we had an issue where the global office hours setting was not being applied to the extensions as a whole, which meant that some staff where still getting calls directly to their DID's after hours. (The main number / ring group behaviour (not individual DID's) was as expected)

So, it was suggested that instead of leaving the user settings>schedule at "this extension uses default office hours", I apply the same hours individually per user using the "this extension uses specific office hours" setting.

This worked, and we saw each staff extension revert to DND when the office hours setting had been exceeded - BUT - it then set each extension to "Available" when business hours commenced the following day. This caused a little grief where the office manager would then have to individually reapply the individual settings for those staff who weren't in the office on that day.

(Hope this is making sense)

Then I belated realised I had applied the "Automatically switch status to available during office hours" setting for each user - which I then turned off.

So - now the extensions DON'T go into DND at the end of the business hours (which is what we want), and we don't know yet what will happen at the start of the next day with the individual Status

We have four (4) Departments incl. "Default", with all users in that group, plus nearly every user also resides in a Department called "AzureAD", where I've created a global address list for dialling common client numbers.

I've assigned each Department the same office hours setting (it's the same days and times always, at Global, User and Department levels)

There's every chance I'm looking at this the wrong way. Can anyone please point me to where I've got this wrong?

Many thanks in advance,

Cheers,

Ashley Draper

 

[TheodorosG_3CX]

This depends also on the call flow that you have.
For each user under the General tab of the extension you need to assign the Department. The one that you will assign the extension will follow those hours. However this is not the case for a call queue for example as there you can also assign specific department that will follow those hours. Check also this blog post here for more information.

 

[drac011041961]

This depends also on the call flow that you have.
For each user under the General tab of the extension you need to assign the Department. The one that you will assign the extension will follow those hours. However this is not the case for a call queue for example as there you can also assign specific department that will follow those hours. Check also this blog post here for more information.

Thank you for responding - much appreciated. The existing call flow (in business hours) is basically:

1. A ring group to which the inbound rule for the main number is pointed. This ring group has just one extension in it, Reception, and it rings for 10 seconds.
2. The first call queue, where the inbound calls from above are pointed if Reception doesn't answer. This uses "Ring All" methodology, has 3 extensions in it, and rings for 10 seconds.
3. The second call queue (overflow A), where calls not answered at step 2 are pointed. This uses "Ring All" methodology, has 11 extensions in it, and rings for 10 seconds.
4. The last call queue (overflow B), where calls not answered at step 3 are pointed. This uses "Ring All" methodology, has 1 extension in it, and rings for 10 seconds. Calls not attended at this point go to voicemail.

Each of the queues has "Default" as the department.

Does the above help at all? Again, appreciate your assistance,

Cheers,

Ashley Draper

 

[TheodorosG_3CX]

So to clarify all inbound calls go first to the RG?

 

[drac011041961]

So to clarify all inbound calls go first to the RG?

Yes - but only when the main inbound number is called. Each user also has direct DID's to their extensions.

 

[TheodorosG_3CX]

For the DID's that are routed directly to the extension those will follow the Assigned Department of each extension or whether you have assigned specific hours for the extension:



For the Ring Group though this depend on the assigned Department and also to ensure whether you have an option to Ignore Office Hours when out of Office: