Solved Trunks Out Of Hours

[Simon P]

Here's an interesting one for you clever people;
I've been asked to change the message on the Digital Receptionist for a company that has two branches and two phone numbers on the same 3cx.
Both trunks go to receptionist 800 and then trunk 1 switches over to receptionist 801 at 17:30.
Trunk 2 switches over to the out of hours receptionist 801 at 17:00.
The message change was easy enough but I thought I'd test the trunk's switch over at the end of the day just to be sure.
Both change over at 17:30.

There are no incoming rules set on the system.
Trunk 1 has Set up Specific Office Hours for this trunk enabled and 08:30 -17:30
Trunk 2 has Set up Specific Office Hours for this trunk enabled and 08:30 -17:00 and Apply these office hours even if it's a global holiday

The Configure Office Hours settings have not been configured in Timezone & Office Hours Settings

I'm a bit perplexed

 

[VasilisV_3CX]

Hi @Simon P,

To confirm, Trunk 2's 'Destination for calls outside office hours' route to 801, your out of hours receptionist. So if you call Trunk 2 at 17:15 you reach 800? Can you confirm this via the switchboard?

 

[Simon P]

Hi. Thanks for the reply.
I tried ringing trunk 2 at 17:10 and it went to 800. I checked the call log and confirmed it.
At 17:40 Ringing either trunk puts me through to 801.

Its a bit hard to visit site at the moment as we are in a lockdown!

 

[VasilisV_3CX]

Hi @Simon P,

At this point it would be prudent if you could mention the following info outlined here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[NickD_3CX]

I tried ringing trunk 2 at 17:10 and it went to 800. I checked the call log and confirmed it.
At 17:40 Ringing either trunk puts me through to 801.

I'm just going to throw this one out there, but I am thinking that even though you are calling the number of Trunk 2, 3CX is identifying it as an incoming call to Trunk 1, hence following those office hours.

What SIP Trunk are you using and are Trunk 1 and 2 from the same Provider?
Also do you happen to have the DID that you are calling in both Trunk 1 and Trunk 2?

 

[Simon P]

All sorted now.
At the beginning of the Pandemic, during our first lockdown, the customer got incoming calls diverted from trunk 1 to trunk 2 via the line provider as no-one knew how to operate the 3CX.
This meant that it didn't matter what rules were put on trunk 2 as all calls were coming in via trunk 1.
The call log doesn't show what trunk is being used, just the caller id and the extension or group answering the call.
If I had been on site, I suppose I would have seen that it was always trunk 1 lighting up when I was making my test calls, but that's a little hard to do during a lockdown.
Good job the customer remembered the call divert or I may have pulled out what little remains of my hair.

 

[VasilisV_3CX]

Great to hear you solved the mystery @Simon P,

If I had been on site, I suppose I would have seen that it was always trunk 1 lighting up when I was making my test calls, but that's a little hard to do during a lockdown.

Indeed!

Good job the customer remembered the call divert or I may have pulled out what little remains of my hair.

Hahaha!

If you require any further assistance or information, feel free to open a new thread!