v20 Default Department Office Hours not working

[wesThreecx]

Good morning,

We are testing Version 20.0 Update 2 (Build 715 Release)

We just have the default department setup and Office hours setup.

The inbound trunk ( "Limit to" Default ) is forwarding to a user extension and always rings regardless of the Office Hours set


The activity log reports


<sip:[email protected]:5060> to <sip:[email protected]:5060>

22/08/2024 07:20:08.541 [CM503012]: Inbound any hours rule (unnamed) for 10000 forwards to DN:1009

22/08/2024 07:20:08.541 Rule matched

22/08/2024 07:20:08.541 Checking inbound rule '': hour type = 1; cond = 4; mask = ''

22/08/2024 07:20:08.541 [Flow] No office hours set, office hours assumed

22/08/2024 07:20:08.541 Current local time is: 7:20:8

22/08/2024 07:20:08.541 [Flow] Looking for inbound target: called=yyyyyyyyyy; caller="44xxxxxxxxxx " <sip: 44xxxxxxxxxx @:0>

22/08/2024 07:20:08.541 CallerNameAddr: "44xxxxxxxxxx "<sip: 44xxxxxxxxxx;nf=e>

22/08/2024 07:20:08.541 No inbound caller ID reformat rule for DN:10000 is defined, or it is disabled (<Rules />)

22/08/2024 07:20:08.541 Incoming Caller ID '44xxxxxxxxxx' can not be transformed to E.164 format


I did read this....https://www.3cx.com/community/threads/out-of-office-routing-not-working-after-v20-upgrade.127849/ and other articles that explain Office Hours functionality in v20.


It's a fresh install, nothing has been restored / migrated into it.

Thank you in advance for any assistance you can give.

 

[bitn2]

Did you tick this options?

 

[wesThreecx]

Did you tick this options? View attachment 43377

Thanks for the reply, we have this set

 

[bitn2]

You missed one point (automatically switch status). Tick this option and it works.

 

[wesThreecx]

I created a Digital receptionist and this did route to the Out of Hours Voicemail 6400 correctly.

The log shows this

L:33.3[Ivr:8000{7fcfd93437ce}]Divert: Incoming params:CA_active_connection_id = 130 (i32)CA_to = '6400'CA_dn = '8000'CA_divert_reason = 7 (i32)CA_call_id = 33 (i32)CA_leg_id = 3 (i32)CA_vm = 1 (i32)CA_deststr = '[VoiceMail.38.]'CA_transaction_id = '3CXCallFlow01.DivertAsync.58'CA_transaction_result_slot = 3221225477 (i32)

 

[bitn2]

An IVR is no User.... This is a different thing. What you are trying do to?

 

[wesThreecx]

You missed one point (automatically switch status). Tick this option and it works.

An IVR is no User.... This is a different thing. What you are trying do to?

I appreciate that, I am testing v20 to make sure we can move from v18 without disruption.

I have 'replicated' the v18 environment on v20....simple setup.

I tested the IVR as I was testing if any of the Office Hours functionality would work.

The toggling of the extension setting in your screenshot does not make the Office Hours work.

A workaround would be to use the IVR and I am comfortable doing that.

 

[bitn2]

The toggling of the extension setting in your screenshot does not make the Office Hours work.

That is wrong, this is the only option to get it working.

But remember that you need a switch from in to out of office to trigger the status from this extension.

 

[bitn2]

A workaround would be to use the IVR and I am comfortable doing that.

You dont need that at all... If you dont want to use the normal option from my first post, you can use a department, assign the did to the departmen, assign the user to this department and adjust the office hours and everything there.

 

[wesThreecx]

That is wrong, this is the only option to get it working.

But remember that you need a switch from in to out of office to trigger the status from this extension.

Understood - the incoming DDI direct to a user is not widely used where using Ring Groups and IVRs are more desired.

 

[bitn2]

Understood - the incoming DDI direct to a user is not widely used where using Ring Groups and IVRs are more desired.

Ok, but if you want the user following the office hours, than you need to do it like that.