Separate Departments for Queues within the Same IVR

[msdda]

Hi All,

We have an IVR which transfer calls to multiple queues, We have created a department for Each Queue so Each Queue because it will have its own Manager and Owner for Reports and Calls Recordings

Now the issue is, The call isn't transferring to a queue with a different department, after checking we found out that Queues within an IVR, must be in the same Department as the IVR for it work Properly

is this an issue or is it programmed to work like that, because as i remember in V18, we were able to that with Groups

 

[AshishKushwaha]

This is an issue from IVR, as we have created two separate departments—Sales and Support—with dedicated queues for each. Our IVR is successfully transferring calls to the correct queues without any issues.

When the IVR attempts to transfer a call but is unsuccessful, there should be corresponding logs. Could you please share any relevant logs from your 3CX system to help us identify the issue?

 

[msdda]

Thanks for your Answer,

I will enable full logs and reply back after testing

Best Regards

 

[msdda]

Now i made a test, and changed the Queue department to something different than the IVR Department,
And i had the same Issue, it says " Call Transfer Failed " During the call,
And inside the LOG it says "
Transfer request by L:7.3[Ivr:802{75663d6000da}] cannot be performed: no valid target "


But when I put the queue back on the same department as the IVR, it Works fine and transfers the calls without any issue

 

[AshishKushwaha]

Hello @msdda as I can see in the logs it says no office hours is set to that department can you check.

 

[msdda]

Yes I saw it too, but Office Hours is set to all departments, although when the issue occurs, then i change the department for the queue to be the same as the IVR's
It works fine without changing the Office Hours