v20 Voicemail/Department Settings

[rthurman]

I've been looking for clear and concise instructions on how to configure and manage different voicemail configurations for the phone system for holidays. I do realize that groups were introduced and the holiday switch to DND is controlled by the primary group that a user is assigned to that controls whether a users extension is marked as DND or another status could be specified or defined. The issue is that I have users that want two different recordings to switch back and forth between the two for when they are on vacation and to have another message as their default message. The voicemail system does not allow for recording a message for different statuses. It would be cool to be able to do this. Just trying to wrap my head around this change from V18 to V20. Maybe pointing to a training Doc with some documented examples on call handling would benefit all of us on here. Like if you want to give users the option to change their greeting for DND which is the default for holidays they would do this or the admin would do this etc. If there is already a doc that explains this please drop a link if you can. I've done a preliminary search and haven't found and instruction doc for a live system yet. A forum discussion is not an FAQ or training document for a live system. If it's a part of some training on the new system please let me know where I can view it. Also will departments eventually have a call control piece where i can direct the call to go like a standardized message recorded per holiday for a department with release after when transferring to a member of the department so I could explain that some day is a holiday and the logic reverting back to normal hours and direct transfer to extensions without playing a message for a holiday. I guess this would be a feature request and not a training doc as I don't see that as a possibility under the current departments. We had this on an EOL digital phone system from Samsung and I remember something similar on Avaya. If we could have an option for different greeting slots/messages to be accessible by voicemail programming from a phone that would be great. I see a lot of potential with the departments just wanting to know how it should be handled currently and what to expect going forward. If there is a parent thread that goes over this information please let me know or post a reply with a link.

 

[SteveITS]

Lots in there...are you looking to change the greeting for a specific extension or the office? It seems to me if the user is going on vacation they can just change their own status.

v20 removed the per-holiday recording (you can vote on that) but there is an example of picking the greeting by filename using code here.

 

[rthurman]

Lots in there...are you looking to change the greeting for a specific extension or the office? It seems to me if the user is going on vacation they can just change their own status.

v20 removed the per-holiday recording (you can vote on that) but there is an example of picking the greeting by filename using code here.

Looking at this doc https://www.3cx.com/docs/manual/office-hours/ it looks like it is possible to make this work within the system but I think it is a department thing and if the extensions have individual hours set they over ride the department settings. I will need to play with it for a bit and see if this is what they intended. Would be nice if 3cx would put together a video on how Holidays are recommended to be programmed on v20. Documentation would be good but the gotchas or if you do this it negates the settings here notations should be highlighted so everyone would know the call paths at any time.