v20 not honoring user exceptions times

[whiteym]

Hi All,
We have recently updated a customer to v20 and found that exception times on users is not being followed.
In our case calls are directed to a Night Manager user, during business hours the calls are forwarded to a queue, after hours the calls go to the mobile attached to the extension.
This is handled by the extension forwarding rules set to forward calls to the queue and an exception set to calls from * out of office hours forwarding to the mobile.
In v18 this worked fine, after the upgrade all calls follow the exception regardless of the office hours.

Configuring the inverse (forward to mobile except during business hours results in all calls going to the queue).

I confirmed the extension is in the default department with office hours set.

We worked around it by creating an IVR with a 1 sec input delay however we had speed dials configured on 100+ extensions so it was painful to update all users.

Has anyone else seen this behaviour before?

 

[Guillaume Bourgeois]

This is handled by the extension forwarding rules set to forward calls to the queue and an exception set to calls from * out of office hours forwarding to the mobile.

Try replacing the * with a range.

I believe you are from Australia, here’s an example of the ranges you could add.

I agree it’s more work, but give it a try, just to determine if is the “ * ” rule is now no longer “valid.”

Check the 3CX call log and determine which range is the most suitable for the test.

2000000000-2999999999
3000000000-3999999999
7000000000-7999999999
8000000000-8999999999
4000000000-4999999999
1300000000-1399999999
1800000000-1899999999
61200000000-61299999999
61300000000-61399999999
61700000000-61799999999
61800000000-61899999999
61400000000-61499999999
611300000000-611399999999
611800000000-611899999999




You can add multiple rules for multiple ranges.

Once we have identified the cause, you will know, if applicable, which feature to « request back » from 3CX.