The proper way to use "Forwarding Rules" in Operator extension.

[Kane Wong]

Hello all experts.

Just want to clarify how does the work flow works if I configure the Office Hour in "Timezone & Office Hours Settings" because if after office hour 8am - 5pm, how can I present the correct message to the callers?

I have also configured the "Forwarding Rules" with my Operator's extension but just confuse the difference between the "Forwarding Rules" and the time set in the "Timezone & Office Hours Settings", what are their relationship?

Especially, I configure if not answer the call in 10 seconds, it will go to a IVR extension and present the prompt for this IVR number.

Is there any example or best practice that I can follow for proper setup with the office hour and not answering the call withing xx seconds?

thanks!

 

[cobaltit]

https://www.3cx.com/docs/manual/inbound-did-call-routing/#h.lhp8x1ejzua

https://www.3cx.com/3cxacademy/videos/intermediate/time-day-routing/

If our office hours don't route the call to the operator extension, then your forwarding rules don't matter.

I'm not sure what example or best practice you are looking for. You simply route the calls based on how you want to route them. The time frame and destination is unique to your installation.

 

[Kane Wong]

Thank you!

Because I am using PRI with the Standard Edition of 3CX, in my old phone system, if the main line is busy, the other caller will be directed to the voice mail. With using the 3CX standard; can I keep the caller to be awaited for the operator to answer his/her call.

 

[JohnS_3CX]

Your PRI gateway must also be connected to 3CX in the trunks section.
If you check the settings you will see it has 2 destinations each for in/out of office hours.

As for your second question, you can use queues to keep people waiting, but this is a Pro edition feature.