Solved Time based routing to Digital Receptionist- setup issues

[Ian@1stCS]

Morning All,

First time poster so go easy please- also relatively new to 3CX. I have a scenario where the client business is open from 05:30 am to 20:00 7 days a week- however the Reception is only manned from 08:00 to 18:00 5 days a week and not on the weekend. The Client has Pro licence and i am using call queues for the routing of calls.

The client is using Digital Receptionist to answer the calls from 2 main numbers- and this routes the call to the various departments within the business- however if this is applied to the whole of the business it routes calls to the closed departments.

My Question is- How should i set the system up so that between the hours of 05:30 and 08:00 and then 18:00 and 20:00 calls are still answered by Digital Receptionist- but calls are routed to the Voicemail box of the Department and then when Reception/Business is open between 08:00 and 18:00 calls route to the relevant departments. I have looked at Office Hours and Holiday modes but not 100% sure how this would work.

Any Help and advice welcomed.

Thanks
Ian

 

[VasilisV_3CX]

Hi @Ian@1stCS,

Welcome to the Forum! What it seems you're needing is something a 'dummy extension' can handle.
The queues that are out of business hours could play a prompt to let the callers know, then forward to voicemail.

 

[Ian@1stCS]

Thanks VasilisV_3CX- Have had a look and it makes perfect sense- however as the article mentions using the Wildcard * for the routing- would this not mean also that individual DID will route to this Dummy Route and not to the individual Extn assigned? Or does the Inbound Rule for the DDI override this?

 

[VasilisV_3CX]

No problem @Ian@1stCS, the rules will be checked from top to bottom, the first rule being matched will be respected. Top taking priority over those below, meaning you can order them to your needs.

EDIT:

Note that you don't need to set any wildcard on the DID rule. The wildcard used in the documentation is used when adding an exception. The 2 exceptions are added to the extension rules under Forwarding Rules >> Exceptions. You can still use inbound rules to route calls anywhere you'd like, be that an extension or the dummy/routing extension.

 

[Ian@1stCS]

Thank You- Much appreciated