Hi there,
Using the V20 release of 3CX I'm trying to build a support call flow with regional offices and then on-call.
We have two support "departments", "A Support" and "B Support". I have defined these both as departments, with office hours that align with their time-zones. The appropriate users have been added to these departments. There is a final department created "On-Call Support".
I'm looking for guidance on the best way to create my call flow which would follow;
1. Call comes in via any one of our SIP trunks.
2. Call is routed to IVR.
3. Caller selects support option.
4. Depending on which departments are in office hours, they should ring all users in the department(s).
5. If no departments are in office hours, transfer to on-call IVR.
Is it possible to achieve this call flow in 3CX V20? Any guidance on the best way to set this up would be greatly appreciated.
Using the V20 release of 3CX I'm trying to build a support call flow with regional offices and then on-call.
We have two support "departments", "A Support" and "B Support". I have defined these both as departments, with office hours that align with their time-zones. The appropriate users have been added to these departments. There is a final department created "On-Call Support".
I'm looking for guidance on the best way to create my call flow which would follow;
1. Call comes in via any one of our SIP trunks.
2. Call is routed to IVR.
3. Caller selects support option.
4. Depending on which departments are in office hours, they should ring all users in the department(s).
5. If no departments are in office hours, transfer to on-call IVR.
Is it possible to achieve this call flow in 3CX V20? Any guidance on the best way to set this up would be greatly appreciated.
