Website Live Chat Available When Group Members Are Not

[TLCtech]

Afternoon all,

I hope this is a relatively simple fix. We have Live Chat on our website. At first, it was just going to one person. Now bosses want it to go to a group of 3 people. Each person is available at different times throughout the day, and week. Usually there is one person who covers 80% of the office ours, and the other two are sporadically available. When it was just the one person, when she went to lunch or left for the day, the system just told people no one was available. Now, all three can be DND or Away and it still rings.

We have set office hours globally, but how do I make it aware when the members of the group are all away from their phones?

 

[GeorgeP_3CX]

Hi @TLCtech,

When you say "a group of 3 people" you mean a Ring Group or a Call Queue.
If possible provide us details regarding the setup.

 

[TLCtech]

I /think/ this is all that is relevant, but if there is a page you need to see, please let me know. I took out employee names but left things like the group names, extensions, and website.

I have a call group connected to the chat so that calls and messages go to all users (was three, but I removed myself to troubleshoot) in the group.

 

[GeorgeP_3CX]

Since the Live Chat is routing to a Ring Group, please go to the extension's configuration and check if the option "Accept calls from Ring Groups" for "Away" and "Do not Disturb" profile is enabled.(Forwarding Rules)

If so, disable it and set the extensions to Away or DnD and let us know if you are still receiving calls.

 

[TLCtech]

All extensions involved have that deselected.

 

[TLCtech]

Soooo turns out that when I use a new browser (or incognito mode), the chat actually displays that they are away. I guess it was only showing my test convo because I had been using the same browser I had been using.

 

[GeorgeP_3CX]

Just to clarify, the issue has been resolved and the behavior is as expected?
When the extensions are Away, the chat displays correctly that they are Away?

 

[TLCtech]

Yep. As far as I can tell everything is actually working.