Office hours when the DID is assigned to an extension

[guidoq]

This is a configuration I have in v18 for one DID



In V20 I tried:

Option 1
-Assigned DID 1234567 to extension 100.
-Set up a department "Dep1" with office hours from 7am to 11am, and assigned ext. 100 to the department. (took me a while to figure out the AM-PM text in the set time range modal is actually a button to toggle AM/PM, there's no indication it's a button)
-If I call 123456 at 2pm, extension 100 rings.

Option 2
- Assigned DID to ext 100
- Set up office hours for the extension
- If I call outside the office hours I specified, it still rings
What's the purpose of setting office hours for the extension if there's no routing possible? Does it switch status?

Option 3 (this seems the correct way, am i right?)
-Assigned DID 1234567 to Dep1 group,
- Routed when office is open to ext 100.
- Routed when office is closed to IVR office closed
- This works, I'm just not sure this is the correct way
- (if I route office closed to "End call" I get an audio that says that the destination number is busy, shouldn't it just drop the call?)


So far option 3 is the one that makes sense to me. Just wanted to check if I'm understanding the logic correctly

Let's say I have a GNR with 100 DID's and each number calls a different extension. Setting up office hours using option 3 I would have to create a department for each extension, correct? (or one ring group for each extension)


thanks

 

[guidoq]

I've been reading around a bit and in this thread https://www.3cx.com/community/threads/out-of-office-hours-ivr-how-to-do-in-v20.129047/
the suggestion is to create a ring group for each extension. This seems a bit tedious and cluttering especially when there are hundreds of DIDs.
It''s probably my fault for not grasping the logic here, but I really am confused by how this is handled in v20

 

[NicholasP_3CX]

What's the purpose of setting office hours for the extension if there's no routing possible? Does it switch status?

The extension will route the calls based on the status of the extension. Enable the option to automatically switch status on the user, or have the user put their extension into DND when they go home for the day.



You can also route calls via an extension with the exceptions

(if I route office closed to "End call" I get an audio that says that the destination number is busy, shouldn't it just drop the call?)

Disable the option to play a prompt on a number that cannot be dialled



Any of these methods works.

 

[guidoq]

Hi Nicholas,
thanks for the reply.
Given that the user schedule is not viable in this case, since it would change the status of the extension and it would not be able to answer internal calls.
How would you say which is the best way to configure the diagram posted above in v20?
In v18 I have the in office hours and routes configured in the trunk/inbound rules.

What if I have multiple DIDs with the same configuration?

thanks again

 

[NicholasP_3CX]

You would be able to assign the DIDs to a Department, or Queue or Ring Group or Digital Receptionist and assign the office hors to that department.

 

[JJ_RLG]

You would be able to assign the DIDs to a Department, or Queue or Ring Group or Digital Receptionist and assign the office hors to that department.

Hi @NicholasP_3CX
How you do that in v20 update 4 ?
I see the "DID" column in "Departments" setting window but nothing to assign DID...
It's exactly that I need

 

[NicholasP_3CX]

To assign a DID to a department, you will need to go into the Call Handling page and select your department



You will then have a page similar to the destinations in a queue or ring group where you can assign your DIDs as well as the routing for the department

 

[JJ_RLG]

Great !
Thx