Do the company hours override the user hours set?

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I am wondering if the Company hours we have set  (i.e. 7:30 AM-6 PM EST) Override the User hours?

For example, we have a we have someone dial our main line at 6:30 pm, they go to an IVR menu and select X for the Accounting Department. Let's say the 5 users in the Accounting Department group have their user hours set to 24 hours. Will that call go to the voicemail because the company hours are until 6 pm OR will it ring on the users since they are set for 24 hours?

I'm hoping this makes sense.
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Raquel Beeson

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Posted 2 years ago

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Chris Duquette, Champion

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from what i've been told. user hours will supersede the company hours. i'm assuming so that this way the user can be contacted even if outside of business hours.
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J.B. Ferguson, Champion

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But that would only be the case if the user's direct number was called. If a caller was to call the main number first, not the user's direct digital number, and then attempt to transfer a call via an IVR....I'm not sure that would be the case. Unfortunately, I don't have the time right now to set up a test based on the parameters the original poster described.
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Chris Duquette, Champion

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it's been awhile since i set it up for my customer so i dont want to say im 100% on it but yeah, best to test it first or check with support or see if anyone else here can chime in with some more info.
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Matt, Employee

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Hello Raquel!

Jan is correct on this one. The user hours will supersede the company hours, but only if the user's extension is called directly. Your example is a little different, since the extensions are being reached through an after hours IVR menu, but because the users are set to 24 hours the call will ring through to them.

It's all dependent on the call getting to the extension. If you have calls to the main number set to disconnect after hours, then the fact that the users are on 24 hours won't matter since the call has no way of ever getting to them. Using an after hours IVR menu gives the call an opportunity to get through though, and the user hours will determine what happens when it reaches the user.