After Hours - Issue with lines not forwarding

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  • Updated 11 months ago
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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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Missy Jack

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Posted 11 months ago

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TaK IT

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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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Saadet, Employee

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Hey Missy, did you still need help?
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Missy Jack

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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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Saadet, Employee

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Perfect! Thanks for letting us know, Missy.

And thank you TaK IT for answering the question :)