Queue DID ignoring Office Hours

[Michael Henkes]

Hi

We are using serveral (16) call queues with DID numbers via a SIP Trunk.
These DIDs are ignoring the office hours configured in the SIP trunk and in the global 3cx settings.
Is this an intendet behaviour?
How could I change this to respect the office hours? I guess with additional extensions and forwarding rules, but this is kind of ugly

Thanks for your help.

 

[cobaltit]

Check the inbound rules to make sure it isn't configured to use it's own hours instead of the global ones

 

[Michael Henkes]

Thanks a lot.
I changed the default settings for the DIDs outside office hours. By default all calls go to the queue.

 

[Michael Henkes]

Unfortunately this doesn’t work.

I think the inbound rules don't check the global office hours.
Do I really have to "Set up Specific Office Hours for this trunk " for every inbound rule?
We have around 40 of them. This can't be intended...
And if the office hours change I have to edit 40 rules? Stupid…

 

[Saqqara]

Check to see if the system is set to use 'Default Office Hours' - just dial *64 on a phone.

https://www.3cx.com/docs/pbx-dial-codes/#h.43je7s56x0ri

Have you restarted the services after the changes

 

[Michael Henkes]

I did config this dial-code unter the 3cx settings and did use it.
I'll restart der 3cx this evening and post the result.
Thanks

 

[AWS2P]

can you share screen copy of what you have set in 3cx for global and trunk hours?

All your did's are using unique same range of hours?

In case you don't know, when you change some settings for range hours, if you are in the same time the range you change the settings it has no direct effect on phone status, so you have to wait until next autoswitch is coming or you need to manually force the phone status for the first time.

 

[Michael Henkes]

Global


Trunk (without the Specific office hours, the trunk number was always available)


inbound rule


All rules/queues use the same range/office hours

 

[AWS2P]

Your main trunk number miss 2 digits no ? complete number should have 11 digits.

For DID's you could use *xxxxxx (replace x with for example last 6 digits of each DID) almost you are sure to be out of number format problems and inbound rules applies.
example inbound rule (this one route DID to 201 all the time)

 

[AWS2P]

Who uses the Global hours ? which number?

For agent's extension in Q are they using autoswitch

when you click on configure button what have you set in the new window ?

During office hours the incoming calls are forwarded to Q agents or it doesn't work?

have you checked status on each period to see if autoswitch change from :

During office hours


During out of office hours

 

[Michael Henkes]

The *64 dial-code did solve the issue.
I don't want to use the Auto-Switch setting. Instead calls ouside office hours have to go to an seperate IVR with voicemail option.
Thanks for you help

 

[AWS2P]

I don't understand at all , several times per day you need to send *64 to force 3cx in or out ?

something escape me, autoswitch is here to avoid to do this manually, to well understand what you want to do , a complete call flow description should be helpful.