Upgraded to v20 - Separate office hours for the same queue

[ks721]

Hi people,

We have 2 DID's and we have one for our customers who start support at 8 AM and one for our customers who start at 9 AM.

Both DID's call the same queue. So all our engineers join the same queue regardless of if they start at 8 AM or 9 AM.

However, with the change in v20, you cannot assign separate office hours to the same queue.

In v18, we had an inbound rule for the 8 AM number to set up specific office hours for 8 AM - 5 PM. Same for 9 AM, but both called the same queue.

Is this possible in v20? If so, how do I achieve this?

Hope I have made sense. I can provide screenshots if necessary.

Thanks,

 

[TheodorosG_3CX]

You can create 2 departments and 2 queues but with different office hours and agents and assign the DID's accordingly.

 

[GedPerryman]

Why do we need 2 queues? The only difference between the 2 numbers is that one is available to one subset of customers from 8AM to 5PM and the other is 9AM to 5PM. So for the majority of the day, the calls all need to go to the same queue. It is only different between 8AM and 9AM.
If we have 2 queues - can the same agents be logged into both queues at the same time?

 

[TheodorosG_3CX]

It is not possible to set specific hours in the inbound rule so in this case you can proceed as above.
Of course same agents can be part of multiple queues and always login/logout from all queues.

 

[GedPerryman]

How are the calls prioritised if they come into different queues? If we have 2 calls waiting in one queue and one comes into the other - which order are the answered?

 

[GedPerryman]

Would it work if we set the hours for our department for 8AM to 5PM. Then create a dummy department that has hours from 9AM to 5PM. The 8 AM number would be on the queue, the 9AM would be on the dummy department and the routing for the number on the dummy department would go to the same queue in the real department?

 

[Benedikt Machens]

2 Queues are possible and transparent for the agents, but to get your V18 scenario back

DID A > Queue (8AM to 5PM)
DID B > IVR with announcement (please call later) - (9AM to 5PM) > Queue

Thats what i would do...

 

[TheodorosG_3CX]

All calls will go to the queues and ring agents since they are logged in. Also if you add under the System<<Phonebook<<Options to prepend the Queue name the agents will be able to see which queue is ringing.
The scenario provided from @Benedikt Machens can also work and another option is to route calls to a dummy extension with exceptions. Both of them will work as expected.