question

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missy-jack asked ·

After Hours - Issue with lines not forwarding

I have our company hours set at 8:00am-5:00pm (weekdays).  The IVR settings for both company hours greeting and after hours greeting is set to bypass greeting and and go to our receptionists extension.  The call handling for this user (receptionist) is to ring their extension during User Hours and unconditional forwarding to an on call cell phone for After Hours.  When I call our main line at 5:01pm, the call immediately forwards to the on call cell phone.  When I call our main line at 7:30am, the call rings our office and NOT the on call cell phone.  I have checked every single setting I find when searching for after hours call forwarding in the community posts and it appears I have everything set correctly.  What am I missing?  We are a 24/7 company and need all phone calls answered.


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tak-it1 avatar image
tak-it1 answered ·
You either have a time zone mismatch or your hours are incorrectly set on the IVR company hours or user hours.
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saadetswift16514 avatar image
saadetswift16514 answered ·
Hey Missy, did you still need help?
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missy-jack avatar image
missy-jack answered ·
No, I discovered that the company hours and user hours were set to two different start/end times.  Thanks for the help!

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saadetswift16514 answered ·
Perfect! Thanks for letting us know, Missy.

And thank you TaK IT for answering the question :)
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