On-call users not receiving calls during a global holiday

[Chad C]

We have a system that we manage that has reported problems with their on-call users/extensions during global configured holidays.

Call flow for after hours during a global configured holiday:
HOL Digital receptionist > on-call ring group > within those ring groups are on-call users/extensions that are set to become available with the auto-switch function.

This function works as expected during normal operating/after hours but during a global holiday the users in the above ring group will not receive phone calls even though their status is set to available because of their auto-switch schedule. Has anyone else seen this behavior or have any ideas on how to resolve this?

 

[Chad C]

Anyone have any ideas on this?

 

[SteveITS]

Where does the call end up? I would set the activity log to Medium and see what it says about the routing.

 

[JosIPVG]

Hi Chad,

Do you have specific office hours set for the DID and one of the following options checked or unchecked?

 

[richiewhite]

Are you sure that the users are available during the global holiday? Auto Switch can't be configured to ignore holidays, so if you've set a global all users with auto-switch will be forced to DND. Ran into that issue with using "dummy extensions" for routing on holidays, had to write CFD apps to replace them to get around it.

 

[TheodorosG_3CX]

You need to ensure that actually the users are available to receive the calls.
Also since they do not receive the call, does this route to the Destination If no Answer of the RG?

 

[Chad C]

Are you sure that the users are available during the global holiday? Auto Switch can't be configured to ignore holidays, so if you've set a global all users with auto-switch will be forced to DND. Ran into that issue with using "dummy extensions" for routing on holidays, had to write CFD apps to replace them to get around it.

It seems like this is what we are experiencing as well. These users individual schedules during normal hours become available but on holidays that behavior is not the same and they stay as DND.

I guess that also answers my question and we'll need to work around this in the future if there is no way to make their schedules apply during holidays.

 

[Chad C]

We found a way to work around this for the time being. It seems the auto-switch function will not make a user available during a global holiday.

Thanks for the responses.

 

[TheodorosG_3CX]

In V20 this can be limited for specific Holidays per Departments and you can have this user to use specific Holidays or not.

 

[Chad C]

In V20 this can be limited for specific Holidays per Departments and you can have this user to use specific Holidays or not.

Thanks! That will be helpful actually. I need to get that rolling on this instance then.

 

[TheodorosG_3CX]

You are welcome. Let us know the outcome