Out of office routing not working after v20 upgrade

[american10]

I upgraded about 20 systems over the weekend from v18 to v20 (to meet the July 1st deadline).

The biggest issue we're having is that out of office call routing is just completely broken. I'm sure there is some difference with v20 compared to v18, but I'm not sure what it is.

From what I can see I can no longer setup in office/out of office settings directly in the trunk settings?

As one example, in v18 I had the main DID routing to one IVR during business hours and another for out of business hours.

From what I'm seeing now, the main DID can only have one routing option. So it routes to the main greeting IVR. At the bottom of that IVR settings page I can choose a destination for "When office is closed route to" and I choose the IVR that should play for out of office hours. Is this the correct way of doing it now? Because it isn't working for me.

 

[OlegR_3CX]

Hi there.
So in V20, you no longer have inbound rules where you can set your specific hours as it used to be in V18.
Now in V20, you have Departments and you set your hours in there. Each SIP trunk / IVR / Queue / Ring group can be assigned to the department, and therefore it means it will follow its hours that you have set.
Another condition where the call can go, is your specific user, and again each user can be part of the multiple departments, but you specify which is the main department for this user, so that it will respect its hours. If you wish other hours for that user, you can always use its own hours and configure it in the Schedule tab of the user settings.

 

[american10]

Hi there.
So in V20, you no longer have inbound rules where you can set your specific hours as it used to be in V18.
Now in V20, you have Departments and you set your hours in there. Each SIP trunk / IVR / Queue / Ring group can be assigned to the department, and therefore it means it will follow its hours that you have set.
Another condition where the call can go, is your specific user, and again each user can be part of the multiple departments, but you specify which is the main department for this user, so that it will respect its hours. If you wish other hours for that user, you can always use its own hours and configure it in the Schedule tab of the user settings.

I see the departments section, but there aren't any options within that. I have one department, default. If I click on that I can assign extensions, but I can't make any other changes. Can you explain a little further how I assign hours to a department and then how that translates to the IVR?

I find this v20 incredibly confusing. Everything seems backwards.

 

[OlegR_3CX]

Under the Departments, you have Office hours, so you will find it there.
Once you will start using it, it will make more sense, give it sometime.