V20 - IVR & Department Issue (Rerouting logic)

[CBIT Business IT]

Good day 3CX team,

We have encountered a bug on V20 U3 B806.

As per the example image:

Incoming calls are routed to the Main IVR (IVR 01).
The main IVR is set to the Office Hours department, which follows the IVR options during those hours.
In this case, the Main IVR has options 1,2 & 3, which route to Queue's 1,2 & 3.

Within Main IVR, 'When office is closed' option is routed to IVR 02.

Outside of Office Hours, the calls do route to IVR 02 without issue.
IVR 02 is set to the Support Hours department, which follows the IVR option during those hours.
In this case, the IVR has only option 1, which routes to Queue 1.

Within IVR 02, 'When office is closed' option is routed to IVR 03.

Outside of Support Hours, the calls do route to IVR 03 without issue.
IVR 03 is set to the After Hours department, which follows the IVR option during those hours.
In this case, the IVR has only option 1, which routes to a voicemail box.

The Issue:

Using IVR 02 and the Support Hours as an example, when a caller is in the Queue for longer than 300 seconds, the call routes to IVR 04.
IVR 04 has only option 1, which routes back to the Main IVR (IVR 01)

While the entire flow works as expected, the Department Hours do not.

When the caller selects Option 1 from IVR 04, they are directed to IVR 01, however IVR 01 then does not follow the hours as specified, rather it plays the message from IVR 01 and allows the options 1,2 & 3 to be used.

Expected result:

Caller selects option 1 from IVR 04 and get's directed to IVR 01,
IVR 01 then routes the caller to the correct IVR based on the departments hours.

Looking forward to your advise/assistance.

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Thank you,
Kind Regards
JD - Technical

 

[telesteve]

We have the same issue with our systems. Ticket for this is open.
As soon as I got an answer i will report here.

 

[telesteve]

We have the same issue with our systems. Ticket for this is open.
As soon as I got an answer i will report here.

They opend a ticket by R&D (2146595 ) I guess it will take some time to fix this. Maybe the fix is included in Release 4.

 

[Gino2022]

Hi All, apparently this is still an issue in Version 20.0 Update 4 (Build 487 Release)

A customer of ours has internal departments each with their own office hours. Their Main IVR allows callers to select a department which at times may be closed. The Sub-IVRs seem to ignore the alternative destinations such as "When office is closed route to" options when they are not the original point of entry for the call.

I think all of us here believed it would be possible to have the call routed to an alternative destination based on these settings and the office hours of the department the Digital Receptionist belongs to, but that's not the case when the call is received through another Digital Receptionist.

Is this just a bug?