System not honoring Office Hours

[PMadmin]

We recently upgraded from V18 to V20. At 2 of our locations the Office Hours are respected, but at our main plant, the system completely ignores Office Hours. I have combed through the settings and can't find what is causing that. Any ideas?

 

[SteveITS]

How are you testing? Call handling is set in the destination, e.g. the digital receptionist or queue, and needs to be set in all those places after the upgrade.

 

[PMadmin]

Ahh.... Thank you! I had the Destination if no answer set to a Ring Group. I thought the When office is closed route to setting was what controlled it. I changed the No Answer to a Digital Receptionist and now it works! Thanks again!

 

[PMadmin]

Ahh.... Thank you! I had the Destination if no answer set to a Ring Group. I thought the When office is closed route to setting was what controlled it. I changed the No Answer to a Digital Receptionist and now it works! Thanks again!

Sorry about that! Not sure why the double post. Couldn't figure out how to delete it.

 

[SteveITS]

Hmmm, "when office is closed" should apply but needs to be set. If "Accept Anyway" is selected (the default) it just uses the normal in-office routing and ignores office hours as noted.

The office hours used are those of the department to which the IVR, RG, etc. belongs.