Set Holiday Hours & Routing Rules
  • 14 Feb 2024
  • 3 Minutes to read
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Set Holiday Hours & Routing Rules

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Article Summary

Configure holiday hours to route calls for a main line, department, or contact center. Routing for holiday hours overrides business hours during the designated date(s). You can select holiday dates from default options in select countries, or create your own holiday dates with specific business hours and routing rules.

Let's take a look at holiday hours in Dialpad.

Who can use this feature
Holiday hours are available to Dialpad Ai Voice, Ai Sales, and Contact Center customers on the Pro and Enterprise plans.

View office holidays

To view your current office holidays, head to your Admin Settings at Dialpad.com 

  1. Navigate to Office 
  2. Select Office Settings 
  3. Navigate to Office Holidays

You'll see a list of default holiday dates based on the country your office is set to. Dialpad displays recurring default holiday dates for the United States, Canada, France, Great Britain, Germany, and Australia. You'll also see any other company or office-created holiday dates in this list.

Holiday dates in this list will not affect holiday hours or routing for a main line, department, or contact center.

Shared lines will set hours and routing based on these holiday dates or while creating their own.

Create an office holiday

To create a new office holiday, head to your Admin Settings at Dialpad.com 

  1. Navigate to Office 
  2. Select Office Settings 
  3. Navigate to Office Holidays
  4. Select Create New Holiday 
  5. Enter the name of your holiday
  6. Select the date of your holiday
  7. Select the repetition option 
  8. Select Confirm New Holiday

Your holiday will now appear in the list of office holidays.

You can also add holidays from the Company level  (instead of at the Office level) — the steps are the same; you'll just need to select My Company in your Admin Settings.


Remove or edit holidays

Both office and shared line holidays can be removed or edited at any time. 

Remove or edit an office holiday

To remove or edit an office holiday, head to your Admin Settings at Dialpad.com 

  1. Navigate to Office 
  2. Select Office Settings 
  3. Navigate to Office Holidays
  4. Find desired holiday
  5. Select Options 
  6. Select Edit Details or Delete Holiday
  7. Make your changes, or confirm deletion

Remove or edit a Shared line holiday

To remove or edit a Shared Line (Department or Contact Center) holiday, head to your Admin Settings at Dialpad.com 

  1. Select Ai Contact Centers or Departments
  2. Select the desired Contact Center or Department 
  3. Select Business Hours & Call Routing 
  4. Navigate to Holiday Hours
  5. Select Options 
  6. Select Edit Details or Delete Holiday

  7. Make your changes, or confirm deletion

Set holiday hours & routing rules

To set your holiday hours routing rules, head to your Admin Settings from Dialpad.com

  1. Choose the desired main line, department, or contact center 
  2. Navigate to Business Hours & Call Routing > Holiday Hours
  3. Select Add Holiday
  4. Choose an existing holiday, or create your own
  5. Determine the open hours for this holiday
  6. Select the open and closed routing options 

Frequently asked questions 

Can I customize a holiday?

You can customize a single block of open hours (or an all-day closure), agent routing options, and other routing options, including direct-to-voicemail, a welcome greeting, and a voicemail greeting.

What can't I customize?

You cannot specify ring duration, hold queue settings, and split business hours for more than a single block of open hours.

How is the timezone of the holiday determined?

Holidays use the timezone of the office.

Can I delete all the default office holidays?

Absolutely! But before you can delete all default holidays in your office, please make sure that you have set at least one office holiday (otherwise they will all reset). 

Be aware this does not apply to company holidays.

Can I add a holiday to multiple Contact Centers?

Yes! Please contact Customer Support to enable this functionality for your office. 

Once enabled, head to your Ai Contact Center settings to view all Contact Center holidays.

To add a holiday for more than one Contact Center:

  1. Select Add Holiday
  2. Enter the holiday name
  3. Select Contact Centers
  4. Check the boxes beside the desired Contact Centers, then select Apply
  5. Choose the routing options, then select Save  

Once added, your holiday will appear in the Contact Centers Holiday overview. 

From this overview, you can search for specific holidays and see which Contact Centers are associated with the holiday by hovering over the number of Contact Centers. 

Hover over the holiday name to access additional actions such as edit, clone, or delete. 

Can I apply a holiday to multiple offices at once?

Not right now, but stay tuned as we add more bulk holiday functionality. 




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