Office Hours

[Joe A]

Hi,
I have the live chat setup and working. Destination is configured for a Queue.

I was assuming that configured office hours for the Group would dictate the online/offline availability in the "Chat with us".

Reception is saying that they are getting messages

is there a good document on how Live Chat handles things and what the best practise for the users should be?

like can they put there extension on DND or should they login/out of the queue.


Thanks
Joe

 

[Alejandro_3CX]

Hi Joe,

You can use the auto switch so agents changing the status to DND during out of office hours close the session in the queue, so visitors will see the off line form in the live chat.

Also review what do you have for the destinations when it is out of office hours, break and holidays.

You may also route the live chat to the department instead, then from the call handling menu, edit the department routing.