Don't Ungroup when group turned off

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  • Updated 1 year ago
When a customer of mine gets their incoming phone calls, i have an advanced rule to send the called number to an extension at the office then have that call handling to ring all the phones live in the office and then follow other overflow options. now when they leave at the end of the night i have them turn off the group of office phones and turn on their "forward to another office" option. The issue is then the extensions then have to be regrouped the next day, i'm suggesting that even if the group is uncheck the group still stay a group so it is easily turned on and off.
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Chris Duquette, Champion

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Posted 1 year ago

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Jan Ferguson, Channel Partner, Champion

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Set up that first rule you already have with the regular business hours for the group. Then set up a second advanced calling rule for after hours. In that rule indicate where you want the forwarding to go. With this type of setup you don't have to have them turn off anything and nothing will end up ungrouped.
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Jan Ferguson, Channel Partner, Champion

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That would be correct if you use the after hours setting. However you don't have to do that. You can use custom hours. Without seeing that company's setup it's hard to visualize what they have and what you have set up however, I assume that the separate office also has a separate number or set of numbers. Include those in your rule settings.

FYI...Unless there are separate accounts for that company, the hours will be based on the Company Hours in the Portal company settings. If they are in the same time zone, that's great. For example, I have two main menus for my multi-level IVR. They are identical except for the hours and the greeting. One is the "Morning Main Menu" and the other is the "Afternoon Main Menu". I am in the Central time zone so the greeting will say either "Good morning..." or "Good afternoon..." based on MY company hours. If you called from the Eastern time zone, for example, you would hear "Good morning..." until 1:00pm Eastern time.

Just food for thought.
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Michel, Champion

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You can setup different after hours time settings per extension, it does not have to be based on the company hours.   So when you indicate that you "send the called number to an extension at the office"  you can setup specific office hours just for that extension and then use this in your advanced rules on that extension.
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Chris Duquette, Champion

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gotcha, that will work if they stick to their schedule :), of course they like to turn certain things on and off in regards to forwarding but that is good advice and would be helpful i think 

gracias senor
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Chris Duquette, Champion

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it would still be nice to see the groups stay together unless ungrouped manually, even with your handy workaround
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Michel, Champion

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It sounds like your customers/users are similar to ours, in that we setup "closed", "lunch", and "open" schedules, but they usually want to open / close the phones whenever they arrive or leave for the day or lunch hours.   Our solution was to to set these up in the main extension for the office as advanced rules.   Then we tried to simulate a similar option to old phone PBS systems that had a "night"mode button, by providing a website that the customers/users can login to that uses an integrated  button to "turn on" whichever of the 3 schedules they want to use.  If they don't use this then the default schedules determine which advanced rules handle the incoming calls.  The custom website also provides them access to just their call log for phone and fax calls as well - a simplified filtered version of the RC call log portal that is branded with the company info.
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Chris Duquette, Champion

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I have since implemented the "after hours" rule for forwarding calls after hours for my customer. Still, I'd like to see the ring groups stay together unless broken up manually. Someone vote with me!!!!!! PPPPLLLLEEAASSSEEE hahah