SIP Trunk routing and holiday/office hours help please

[MPServeline]

Hi all,

One of our customers called sayng their default HOL out of hours message wasn't applying for their day off today, it was going through to voicemail so I checked:


I enabled the Play holiday prompt when it's a global holiday and it's now working but I want to ensure that it plays the HOL message for out of hours as well.
The office hours are set correctly under Settings so would I need to change the Destination for calls outside office hours as above to be the same as the in hours one or set up specific office hours for this trunk?

 

[YiannisH_3CX]

The HOL message will play only when its a public holiday and for the duration of that holiday as its set under holidays. If the entire day is set as a public holiday then the message will play for the entire day. You do not need to change the destination.

For days that are not public holidays the HOL message will not play.

 

[MPServeline]

Thanks Yiannis, so to check when outside of the office hours set under settings would it then go to the out of hours queue voicemail for 201 shown in the screenshot? I need it so that it goes to the HOL announcement outside of office hours set under settings outside of the office hours set in the settings.

 

[Andrew Dunmore]

Thanks Yiannis, so to check when outside of the office hours set under settings would it then go to the out of hours queue voicemail for 201 shown in the screenshot? I need it so that it goes to the HOL announcement outside of office hours set under settings outside of the office hours set in the settings.

If you have the whole day (or hours covering the out of office hours) set in Settings > Timezone & Office Hours Settings > Configured Holidays then the HOL message will be played, if not the out of office hours will be played.

 

[MPServeline]

Thanks, so just to confirm then that with the set up below, the HOL message will be played outside of Office Hours:
Settings:


Under SIP Trunk:

 

[Saqqara]

No, the hol message will not be played unless you have setup global holiday. More info https://www.3cx.com/3cxacademy/videos/intermediate/time-day-routing/

When setting up the holidays, if you include a prompt on the holiday setting, this will be played and not the prompt in the Hol IVR. If you leave the holiday prompt blank, it will play the prompt on the Hol IVR

In the info you have supplied, out of hours calls will go to voicemail 201

 

[Andrew Dunmore]

The holiday message is played when the date and time match what you have in the global holidays sections, you have not shown if you have any set up.

 

[MPServeline]

Thanks, so what's the best routing/setup so that calls outside of the office hours set under settings go to an announcment rather than the out of hours queue as can't see any option to go straight to an announcement?




The recording is available as a Prompt (Wav file)

 

[MPServeline]

I'm thinkint it's Route Calls to Extension, then IVR as below:


Then select the prompt in the below:

 

[Saqqara]

We are always use a dummy extension, with the required vm message (that you record) and email the message to required recipients.

 

[MPServeline]

Excellent, thanks. Will give that a go.