Store Hours

[tikom]

Hi


I have a case I’m not sure how to handle.


The customer currently has an IVR greeting, and callers choose from the menu options. Now they want that when they set Away status in the 3CX app, callers hear a “store is closed” message and then go to voicemail. I already configured this under the main extension, but the issue is that for it to work, inbound calls have to be routed directly to the user extension not to the IVR.


How can I set it up so that:

• When the status is Available, calls go to the IVR
• When the status is Away, it plays the closed message and then goes to voicemail

Just to note: the customer does not want to set up store hours right now.


Thanks,

 

[Evolute IT]

Can you show them how to override office hours instead of going to away mode? They can do it from the Webclient even on a mobile device.

 

[SteveITS]

Or a script, like https://www.3cx.com/blog/call-flow-scripts/force-pbx-hours/

 

[paulodagraca]

Hello tikom,

So many options
Let me add another option: use the Call Flow Designer

Set inbound call to goto the CFD, there get the Extension status.
Based on this, transfer the call to the open queue, or to the closed voicemail.

Paulo

 

[tikom]

Hi,


Thanks everyone for the replies and suggestions. I tried using a Call Flow Script and assigned one script for in-office and another for out-of-office, and I selected the correct department.


The problem is that it disables all departments, not just the one I selected. How can I fix this?


Thanks in advance.

 

[Alphabetic]

You could have the calls go to a dummy extension and users can call the voicemail, log in to this extension and change the status.

 

[paulodagraca]

Hello tikom,

How do you make a selection of Department?
So the call does come in from the SIP Trunk...... what did you setup, how does it route the call?

Because once you have the selection done, it should not go to the IVR but to the CFD script, that will check and (if store open), should than go to the IVR. If the store is closed, than it should transfer to Voicemail.
Nowhere you should open/close departments. (in my example) it should just follow the status of an extension.

Paulo

 

[tikom]

Hello tikom,

How do you make a selection of Department?
So the call does come in from the SIP Trunk...... what did you setup, how does it route the call?

Because once you have the selection done, it should not go to the IVR but to the CFD script, that will check and (if store open), should than go to the IVR. If the store is closed, than it should transfer to Voicemail.
Nowhere you should open/close departments. (in my example) it should just follow the status of an extension.

Paulo

Hi Paulo,


Sorry to ask again. I found this might be the easiest way for the customer to change status without using the 3CX mobile app. I’m trying to set it up in 3CX Call Flow Designer (first time using it) and I’m getting a bit lost.


Here’s what I’m trying to achieve:


If the user dials 55:

• Change status to Available
• Play a greeting message
• “Press 1” to transfer to a Ring Group (RG)
• If no input, auto-transfer to the same RG

If the user dials 56:

• Change status to Away
• Play a voicemail message
• Allow the caller to leave a message

Can you please send me the diagram again according to this scenario.

Thanks, and sorry again.

 

[paulodagraca]

Hello tikom,

I am sorry, but do not understand the request.

You want to enter a CFD script when 3CX user dials 55
The 3CX should set the status to Available, but the status of what? (his own account?)
Then play a greeting, and ask the internal 3CX user to press a digit 1
After transfer the internal 3CX user to a ringgroup.
This does not make sense to me at all

Normally you want the external caller to go to ringroups, not internal users.
When a user want to change the status of his account, just dial *30 (available) or dial *31 for away, there is no need for a CFD script.

Again, verry sorry that I do not uderstand, hope someone else that does understand can help?

Paulo