V20 - Office Hours

[3CTEL]

Hey,

We have an IVR from where calls go to the queues. I made 3 departments, 1 fro IVR and queues, 1 for sales team and 1 for service team. Now, Sales and service team have office hours "whole day" and only users are added in these 2 departments.
I set timimgs for IVR department to be 9-6 and other 2 department 12-12 but IVR is still ringing after office hours that is after 6pm. In IVR settings I have routed the calls after office hours to another IVR that is for off hours but still the calls are coming to office hour IVR after 6pm as well.

Can anyone please guide what is the setting I am missing? My aim is that users receive calls all day and IVR only 9-6.

 

[Alphabetic]

Press the button "Whole day" which will set the time 00:00 to 00:00. Im not sure 12:00 to 12:00 would be considered as all day or just noon. Also check that your call handling destinations are not set to "accept anyway" when office is closed.

 

[3CTEL]

Press the button "Whole day" which will set the time 00:00 to 00:00. Im not sure 12:00 to 12:00 would be considered as all day or just noon. Also check that your call handling destinations are not set to "accept anyway" when office is closed.

Yes i did whole day and it sets time from 12am to 12am.
Call handling for IVR that has DID assigned to it is set to off hours IVR for after hours. Please check the image.
Do I need to set this for all queues as well?

 

[Alphabetic]

How many DIDs you got on the trunk?

 

[3CTEL]

How many DIDs you got on the trunk?

26 DIDs on 1 trunk and 4 on another,

 

[Alphabetic]

Ok so you need to make sure the invite is showing the correct DID.

Go to your SIP trunk and look and routing in there - is that where your calls are going?

Then, run a wireshark and make a test call.

check the invite to see if it's showing the DID.

 

[3CTEL]

Ok so you need to make sure the invite is showing the correct DID.

Go to your SIP trunk and look and routing in there - is that where your calls are going?

Then, run a wireshark and make a test call.

check the invite to see if it's showing the DID.

On SIP trunk default route is IVR and when I call the call does go to IVR.
I am on 3cx hosted v20 system and capture option is disabled there.

 

[Alphabetic]

Are you able to check what your invite format is from your sip provider? Are they sending the DID

 

[3CTEL]

Are you able to check what your invite format is from your sip provider? Are they sending the DID

I'll confirm from the provider and update here. Our provider is voip ms.

 

[3CTEL]

Are you able to check what your invite format is from your sip provider? Are they sending the DID

Provider confirmed that they send DID in TO header to match our inbound rules.