Queue Not Respecting Office Hours

[JasD]

Hello all. Thanks for your time.
I'm seeing an unusual behavior on a v20 system.
Previously, the system has been working happily with a ring group.
Removing the ring group, and replacing it with an incoming call queue that has a customer prompt "Thanks for calling, all agents are busy etc...."
The problem I am seeing, is that when office hours for the department are set to closed, the queue still answers.
I am having a situation where the caller can hear 2 messages being played over the top of each other - the out of hours message, and also the queue prompt.
I have checked and checked the config, and nothing I do seems to make the queue use the office hours set for the relevant department.
Has anyone else seen this and perhaps knows how to fix it?

 

[N_G]

Is the queue part of the department and of that department only?

 

[JasD]

Yes. The system has only 2 departments. The default which is not used, and the custom department. The queue is set to use the custom department in the drop down for the queue configuration.

 

[VoIPTools]

Why are calls being routed to the queue outside of business hours? On your inbound rule outside of business hours route the call somewhere other than the queue.

 

[JasD]

Why are calls being routed to the queue outside of business hours? On your inbound rule outside of business hours route the call somewhere other than the queue.

Hi Matthew, thank you for taking the time to respond, however I don't understand your response.
This is exactly my problem. Calls shouldn't route to the queue outside of business hours - but they are being answered by the queue.
Business hours are set under the department.
This works perfectly fine using a ring group. But, when using a queue as the incoming destination, the system plays both the outside of business hours recording, and the queue prompt at the same time. The caller can hear them both playing at the same time.
So, it is being routed to a digital receptionist outside the defined office hours, however the queue still answers the call. Under the queue settings it is configured to go to the digital receptionist and play the after hours prompt outside of business hours

I also want to note, I have tried setting the default department office hours as well, although this department is not being used, it made no difference. I have all the options under the queue set (even on breaks) to go to the after hours digital receptionist, but it doesn't seem to work. The queue still plays the message.

Regards,
Jason.

 

[VoIPTools]

That is really strange.

 

[JasD]

That is really strange.

I agree. I've tried every possible combination, and everything works perfectly when using an incoming group, but when using the queue, I see this behaviour.

 

[NicholasP_3CX]

Is it playing the Queue Intro, or the queues music on hold?

When the out of office prompt in the queue is being played, the music on hold in the queue will also be played.

 

[JasD]

Is it playing the Queue Intro, or the queues music on hold?

When the out of office prompt in the queue is being played, the music on hold in the queue will also be played.

It's hard to discern exactly what it is playing as the messages are quite similar, and you have 2 playing over the top of each other.
I'll try and change the music on hold to something distinct after business hours today, and test again to see if I can tell which it is.
That still doesn't explain to my why the queue answers when the office closed.

 

[NicholasP_3CX]

What office hours do you have defined in your department, what timezone, and is the queue part of that department?

 

[JasD]

Hello Nicholas, please see screen shots below:

 

[NicholasP_3CX]

The way you have it configured, it will play the AH-Jan2025.wav file and then forward the call to the Digital Receptionist. It would then play the intro prompt of that digital receptionist.

 

[JasD]

The way you have it configured, it will play the AH-Jan2025.wav file and then forward the call to the Digital Receptionist. It would then play the intro prompt of that digital receptionist.

Hi Nicholas, I've tried all configurations under the queue.
If the queue is active, it still ignores the office hours.
If I don't have the "play announcement" ticked, the queue still answers the call and provides silence.
If I have it ticked, it plays 2 audio files.
This is my fundamental issue. If I configure the inbound calls to go to a hunt group, the system respects the office hours, everything works perfectly. After hours message plays etc. If the inbound calls go to the queue, it ignores the office hours completely, and either plays silence or plays 2 audio files at the same time.