Queue Office/Outside Office Hours

Discussion in 'Ideas' started by jasonhayes, Mar 24, 2016.

Queue Office/Outside Office Hours 5 5 10votes
5/5, 10 votes

  1. jasonhayes

    jasonhayes New Member

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    Why doesn't Queues have the Office and Outside Office options? There must be lots of companies that have internal services such as IT, Payroll which uses Queues. We run an IT Service Desk for both external and internal users. For external it is easy the hours are set on the SIP Truck, so when a user calls in out of office hours the call is diverted to another ring group/forwarded/answerphone. For internal users who call the queue directly, the call just sits in the queue until the Maximum Queue Wait Time, which is normally a very long time, in our case 20 mins. The internal users calling the queue thinks they are just on hold waiting to be answered, when in fact the Service Desk is closed. I know one work around is to ensure all Agents are logged out, but that doesn’t’ always happen. Could therefore Queues have a office and Outside Office Option.
     
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  2. klentz

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    Agreed! It would be most helpful for us also. We use the same phone number for several departments and the queues determine routing. Problem is that all departments are not open at the same times.
     
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  3. RogerS

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    We also have IT Service Desk that will be called on the internal extension number and unless you redirect these calls over an Inbound rule, no out of office rule will be applied.

    For internal calls on the extension number of the “Digital Receptionist”, “Ring Groups” and “Call Queues”, it should be possible to activate also the Office Hours & Holidays without routing the internal calls over an “Inbound Rule”.

    The only workaround we found today is to manage the Office Hours & Holidays with a "Voice apps" that you create with the Call Flow Designer and import in the concerned "Call Queue".
     
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  4. Joakim Ribb

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    +1 We have the same issue. Support is open 7-18 while the rest of the options is open 8-17. Having office hours on queues and ringgroups will sort this out!
     
  5. voiptoys

    voiptoys Active Member

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    One alternative would be to transfer callers to a CFD extension, and let the CFD decide when/where to forward callers based on unique office hours (as well as any other criteria you wish to apply). It would be transparent to both internal and external callers.
     
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  6. Joakim Ribb

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    Agree, but the CFD adds a complexity to the PBX and it's not as simple and manageable as setting it directly on the queue or ringgroup.

    B.r
    Joakim