Out of Office hours -> IVR. How to do in V20?

[antrill]

Hi,
we used to manage this with inbound rules which are gone in V20 and for the life of me I can't figure the new way of doing this out. (If there is one).
In short: We have office hours configured for the (only) department. We want FOR SOME users / their DIDs to route incoming calls to an IVR when out of office hours. It should be independent of the user's status (available, Away, DND...)
I did read the doc at https://www.3cx.com/docs/manual/office-hours/#h.o348oldjau19 multiple times, but it makes no sense to me.
It says I should assign a DID to the IVR, but if I do assign the DID of the user, it gets unassigned from the user (of course), making him unreachable always.
In the user settings I see only the setting under "Schedule" saying "This extension uses default office hours". Fine. But that does not seem to mean anything since there is no global "Route here when out of office for all extensions of the department" button?
Not in "Office hours" menu.
Not in "Call Handling" menu. (I can select the department's Live Chat, Text, Calls Menu there, but it has no DIDs assigned and any setting does not change what happens after office hours, as far as I tested.)
Not in "Departments" menu and the Department settings?

There must be some way to do this in V20, or not?

 

[SteveITS]

The user's office hours apply if automatic status switching is enabled. They could do that and set the away status to forward the call.

Otherwise can you attach the DID to a one-person ring group, and attach the RG to the department?

 

[antrill]

The user's office hours apply if automatic status switching is enabled. They could do that and set the away status to forward the call.

Otherwise can you attach the DID to a one-person ring group, and attach the RG to the department?

Thanks for the reply, I will try the approach with auto status switching. The other one seems very tedious for a higher number of users. It's a pity that this feature did not survive, I liked the old way :-(

Update - tried it, but the switching did not work as expected either. Apart from that - if a user did this and sets his status to away during the day manually, the "Out of Office" IVR would also respond although it's plain working day.

This whole thing is a mess in my opinion in V20. There must be a global option (at least on a department level) to route calls differently depending on office hours - regardless of any user setting. Otherwise better leave the whole thing out.

 

[kdebie]

I'm also frustrated on how 3CX programmed this.

The status switcher will set the status to DND outside hours and to away during break time. So you need to configure the IVR on the DND status.

I'm currently in the situation with a client where they should not be reachable during specific hours but they need to be reachable internally.
So the status switch is not an option. I also thought about the ringgroup per user but it's frustrating what kind of workarround we need to create to keep a basic functionallity up and running.
This could have been done way better or give us the inbound rules option back.

 

[telesteve]

I'm also frustrated on how 3CX programmed this.

The status switcher will set the status to DND outside hours and to away during break time. So you need to configure the IVR on the DND status.

I'm currently in the situation with a client where they should not be reachable during specific hours but they need to be reachable internally.
So the status switch is not an option. I also thought about the ringgroup per user but it's frustrating what kind of workarround we need to create to keep a basic functionallity up and running.
This could have been done way better or give us the inbound rules option back.

Hi Kdebie,

You can program an exception rule in the forwarding settings for each user. In the pattern, you can set 0* and +* to only forward external calls. This has the same effect as inbound rules.

 

[kdebie]

Thanks for the tip!
Could have been a workaround if the internal extension didn't start with a 0