Out of Office Hours not being recognized

[outland]

Hello,

For some reason, about 1 to 2 calls per day are not going to VM during Out of Office hours. All the other calls during these times go right to VM like they should. I initially had everything referring to the global hours settings and have also tried setting these same hours in the inbound rules and even on the SIP Trunk setup. Still a few calls slipping by. Time and Time zone are correct. Any suggestions?

 

[JohnS_3CX]

Hi @outland

Can you be a little more specific about those 1-2 calls?

- Is it from specific numbers only?
- Are there any exceptions in your CID rules for any numbers that may match?
- Can you provide details about your system as per this post? https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[outland]

Hi,
Sure.

Random numbers. Here is an example of today's call that slipped through - 16148823402
All the Inbound parameters are default. I don't have any CID rules setup.

• 3CX Version,16.0.4.493
• Server OS, Debian 9
• Is the 3CX Server Hosted and where? Hosted on Amazon Lightsail
• IP Phone Make/Model/Firmware Yealink T46S
• Provisioning Method: Local / VPN / STUN / SBC - For this client I have to direct the phones directly to the FQDN using TCP due to restrictions on their ISP.
• Trunk Provider or Gateway Make/Model SIPTrunk.com
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

Thanks!!

 

[JohnS_3CX]

Lets say for example that the office is closing at 18:00.

Where do the calls go after 18:00 according to your rules?

Where did they go instead in this case?

 

[outland]

Monday through Saturday the Office Hours are set to 08:30 - 17:00. Before and after these hours the calls should go directly to VM for x102. At 08:19 today the call instead rang x102. We see this at the end of the day as well after 17:00

 

[JohnS_3CX]

Could you please provide a screenshot of the trunk's "Route calls to" section, as well as a screenshot of your Timezone & Office Hours Settings ?

 

[outland]

Sure can. Attached

 

[Saqqara]

On the trunk screenshot, both office hrs and out of office hrs are going to extension 102. Should 'outside of office hrs' go to 102 voicemail.

 

[outland]

yes it should. I just made this change today, after the call came in before hours. Thanks for pointing it out. I have adjusted it.

 

[JohnS_3CX]

Can you confirm if it works correctly now after changing the out of office hours destination?

Since the global hours are the same by the way you can untick specific hours.

 

[outland]

It seems now that I have defined the hours in every possible location, calls are being routed appropriately.