Hi,
I am trying to make multiple time condition for a different extension on different days
DATA:
Extension:
- 100 agent 1
- 105 agent 2
- 108 agent 3
Time groups for answering the phone:
- TG1: Monday, Tuesday, Wednesday, and Friday from 8:00 am to 5:00 pm
- TG2: Thursday from 8:00 am to 5:00 pm
Queues
- Q1: Agente 3 (ext. 108)
- Q2: First agent 2 (ext. 105) if no answer then agent 1 (ext. 100)
IVRs
- IVR1: M, T, W & F: link with queue 1
- IVR2: Thursday: Link to queue 2
- IVR3 Out of office it has a welcome message saying OUT OF OFFICE and send the call to voice message
Time conditions:
- TC1: If TG1 = Yes, then IVR1. If not IVR2
- TC2: if TG2 = Yes, the IVR2. If not IVR3
SOLUTION and the PROBLEM
The first thing was linking the queues to the IVR then we link then IVRs to the time groups and last, we configure the time conditions hoping to create a loop between the TC1 and TC2 so we could achieve the different time set up as the client ask.
The problem we are facing is that the loop did not work and the IVR1 is always playing without considering the IVR3 (Out of office)
We check the console and asterisk and we saw that it always led to IVR1
Regards
.