Advance Rules overwriting previous Rule Information

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  • Updated 6 months ago
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The "Custom Answering Rules" seem to be overwriting the information in the other Custom Rules. 

I am trying to setup a "Default" Rule that is for Sunday-Friday 24/hr days. Then another Custom Rule for "Saturday" which is 24hr on Saturday only, which will direct to different reps.

However, each time a new Rule is create or modified it makes changes to both of the rules I have and of course since they don't match to begin with the Call Handling & Forwarding becomes extremely messed up.

I have called into Support about this was told I would hear back but still have not heard. Just want to see if anyone else has this issue and help bring more awareness to it.

This is troublesome due to the fact that since this does not work I am stuck modifying the extensions Call Handling & Forwarding each Friday night so it is ready on Saturday.. and then back on Saturday night so its good for Sunday. As you can imagine this is a ton of extra work that I'd rather not have to do, as configuring these is not the easiest thing to do.

Thanks!
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Bryan Chauvin

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Posted 6 months ago

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Saadet - Community Support, Official Rep

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Hey Bryan,

Looks like your case was escalated and tagged with the associated JIRA - we are working on resolving this issue and truly apologize. 

Have you tried creating the Advanced Rules without using the Template Feature?
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Bryan Chauvin

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I have been using the feature without the templates however it now has the issue of no matter which rule you are currently changing and saving changes to, it overwrites the numbers on the other Advanced Rules. Basically, saving one changes both.

I did call again to update them on that and someone said they made note but I'm not sure.

Thanks for replying!
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Saadet - Community Support, Official Rep

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No worries, Bryan! That is super weird and definitely a new development - so thanks for letting us know what you've been experiencing
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Bryan Chauvin

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One other thing that may be of help in some way is it seems to keep the Call Forwarding Groups so like a group of 2 numbers for 20 seconds, a group of 3 for 15 seconds, etc.. but the saving a change will save correctly to the one you are editing and then overwrite only the actual numbers on the other Advaced Rules. The Groups will remain how they were configured... so its something only with the numbers I believe.

Thanks again.