Upgrade to V20 removes out of office setting

[Rick-Arcus-IT]

Hi,

I have a very simple situation. On V18 we have an inbound rule. During opening hours, the call goes to user 201. Out of office hours goes to an IVR which plays a prompt that the office is closed. When I upgrade to V20, the DID is placed on the user, but there is nothing done with the out of office route. How does the V20 upgrade solve this? Right now the call is routed to the user, even when the office is closed.

Thanks!

Rick

 

[SuperUser]

Rick,

The Extension follows the office hours defined by the department the are a part of. Change the office hours on the department and all associated users follow it's schedule.

 

[Rick-Arcus-IT]

Rick,

The Extension follows the office hours defined by the department the are a part of. Change the office hours on the department and all associated users follow it's schedule.

Thanks for your reply, but I don't think you understood my question. I'm curious what happens to the out of office route in my situation.

 

[Evolute IT]

Thanks for your reply, but I don't think you understood my question. I'm curious what happens to the out of office route in my situation.

Use exceptions in the user itself. Set the hours to Out of Office Hours and choose your destination. The user will follow the hours from the assigned department.

 

[Rick-Arcus-IT]

Alright let me try to rephrase my question.

Let's say I have an V18 PBX with 100 users. All those users have inbound rules, every user has a direct number. All those inbound rules have the same configuration:
During office hours: Forward call to the user
After office hours: Forward call to an IVR with a promt saying the company is closed.
All inbound rules are following global office hours.

Now when I upgrade to V20, the upgrade will place the DID's on the users themselves, since there are no more inbound rules in v20.
What get's lost is the After office hours route. After the upgrade, every user is reachable 24/7, there is no more route to the IVR saying the company is closed.
This would mean I have to change 100 users to route the call when the office is closed to the IVR using the call forwarding rules and enabling the schedule on the users.

I hope I explained it in a more understandable way, if not please let me know. i can also add some screenshots with examples.

 

[rotim]

Or using exceptions and add their 'personal out-of-office hours' to route to a different extension.

Removing Inbound Rules without a decent replacement will increase configuring time X fold.

 

[Rick-Arcus-IT]

Or using exceptions and add their 'personal out-of-office hours' to route to a different extension.

Removing Inbound Rules without a decent replacement will increase configuring time X fold.

I would just enable the scheduler. Default setting is to use default office hours and then change the DND forwarding options to the IVR.

But yes indeed, having inbound rule settings only partly migrate gives us a lot of configuration time, even more now it's also not possible anymore to edit multiple extensions at once.

I hope 3CX has a solution for this, or perhaps a different way to upgrade? Maybe using an export/import of the DID's? <

 

[rotim]

I would just enable the scheduler. Default setting is to use default office hours and then change the DND forwarding options to the IVR.

But yes indeed, having inbound rule settings only partly migrate gives us a lot of configuration time, even more now it's also not possible anymore to edit multiple extensions at once.

I hope 3CX has a solution for this, or perhaps a different way to upgrade? Maybe using an export/import of the DID's? <

This would essentially mean that someone using the DND function manually during the day could result in the Out of Office IVR message being played during office hours.

That's why I prefer Exceptions.
However, at the moment I don't see an option to input a time period. It just gives the option 'Caller ID' and 'Forward to'. So that option is dumbed down too.

And this will take even longer to configure.

 

[Rick-Arcus-IT]

This would essentially mean that someone using the DND function manually during the day could result in the Out of Office IVR message being played during office hours.

That's why I prefer Exceptions.
However, at the moment I don't see an option to input a time period. It just gives the option 'Caller ID' and 'Forward to'. So that option is dumbed down too.

And this will take even longer to configure.

I can see where you're going. Then the exceptions would be better indeed.

 

[Evolute IT]

This would essentially mean that someone using the DND function manually during the day could result in the Out of Office IVR message being played during office hours.

That's why I prefer Exceptions.
However, at the moment I don't see an option to input a time period. It just gives the option 'Caller ID' and 'Forward to'. So that option is dumbed down too.

And this will take even longer to configure.

Time period is in U1 Beta.

 

[Rick-Arcus-IT]

I created an support ticket for this issue, I couldn't find anything on the forums which looks like the issue i'm having.

I just recreated this problem again using a lab environment. When I have a v18 PBX with 1 inbound rule. The inbound rule has office hours from monday and tuesday from 08:00 - 17:00
During office ours, route to call q
Outside office hours, route to IVR.

After the upgrade, the DID is placed on the call Q, but the Outside office hours route and opening hours are gone. So after the V20 upgade, that specifid DID is available day and night on the call Q.

Has anybody else had this issue?

 

[Evolute IT]

I created an support ticket for this issue, I couldn't find anything on the forums which looks like the issue i'm having.

I just recreated this problem again using a lab environment. When I have a v18 PBX with 1 inbound rule. The inbound rule has office hours from monday and tuesday from 08:00 - 17:00
During office ours, route to call q
Outside office hours, route to IVR.

After the upgrade, the DID is placed on the call Q, but the Outside office hours route and opening hours are gone. So after the V20 upgade, that specifid DID is available day and night on the call Q.

Has anybody else had this issue?

Assign the queue to a department with hours set, and configure the routing on the queue general page (where they're all set to "accept anyway" by default.)

 

[SuperUser]

reated this problem again using a lab environment. When I have a v18 PBX with 1 inbound rule. The inbound rule has office hours from monday and tuesday from 08:00 - 17:00
During office ours, route to call q
Outside office hours, route to IVR.

After the upgrade, the DID is placed on the call Q, but the Outside office hours route and opening hours are gone. So after the V20 upgade, that specifid DID is available day and night on the call Q.

Has anybody else had this issue?

If I understand your needs correctly, I think the simplest thing to do would be to assign the DID to a Ring Group, make that ring group part of a department with office hours defined for when you want the calls forwarded to 201 and add then add your routing needs to the Ring group itself. The regular route goes to extension 201 and then forwarded to the IVR when the department is closed with the "When office is closed route to" settings.

 

[Rick-Arcus-IT]

This topic can be closed, I found the answer to my question:

https://www.3cx.com/blog/releases/v... received as in office until you configure it!