Shifts that Run over Midnight

[GrahamStewart]

Hey Guys,

I have a setup where we have on shift user that run from 4pm to 1am. I have set the relevant schedules to allow then to receive calls. The issue I have is all extensions go to DND at 23:59 then back to Available at 00:00. If there is a call between 23:59 and 00:00 the calls are forwarded to our answering service because all agents for 1 min are on DND.

Any advice on how to fix this as its pretty simple and causes embarrassment as we appear closed for 1 min every day owing to this limitation / issue.

 

[VasilisV_3CX]

Hi @GrahamStewart,

Can you describe how you've set up all of your shifts? Did you create global office hours then have the 4pm - 1am shift configured per extension?

 

[GrahamStewart]

Hey There, I have not setup any global office hours, I have set this up per extension. The system / office is open 24/7 but we have teams that work various shifts. I have no issue's with any of the shifts that do not roll over midnight as well. Just the team that works 4pm - 1am go on DND for 1 min over midnight. Below is a screenshot of the setup on the extensions. At 23:59 I see all those agents go busy in my 3cx client and then at 00:00 they go back to available.

They are setup at 08:00 - 01:00 as they rotate between 08:00 - 16:00 and 16:00 - 01:00.

 

[NickD_3CX]

Hi Graham,

Indeed this setup will give a 1 minute period where the the agents would switch to DND.
We will discuss it internally and see if there is something we can do about this scenario.