office hours

[tikom]

Hi,

I have a customer with a single SIP trunk for both the pharmacy and clinic. The IVR is set up to give callers the option to press 1 for the pharmacy and 2 for the clinic.

The issue is with the clinic. The IVR for the clinic works normally, and agents can take calls during business hours. However, the clinic is only open two days a week from 8:00 AM to 4:00 PM.

I adjusted the clinic IVR settings so that when the office is closed, an announcement should play, and then the call should end. Despite this, calls are still going through, and the after-hours message isn’t playing.

I created two departments—one for the pharmacy and one for the clinic. I also configured the office hours for the clinic department, but the problem persists.

Any idea what might be causing this issue?

 

[SteveITS]

Pre-coffee, office hours get applied as the call arrives. You might need to set up an extension with custom hours, and use auto switching to route the call from there to the clinic IVR or to an announcement+end IVR.

 

[tikom]

Thanks you so much

 

[tikom]

Sorry, I have another situation now.


The customer now wants to add a break time from 12 PM to 2 PM, during which they do not want to receive any calls.


The first scenario has already been set up:

• 9 AM - 5 PM → Calls are forwarded to a mobile phone.
• 5 PM - 8 PM → Calls are forwarded to the queue.

Now, they want calls to be completely stopped from 12 PM to 2 PM. Any ideas on how to set this up?


Thanks a lot!

 

[Alphabetic]

post coffee, using the dummy extension you set up as per Steve's advice you can create exception rules under call forwarding.

calls from *
during X
send to Y

or just add the time as a break in your office hours.