--- title: "Manage Holidays & Routing Rules" slug: "set-holiday-hours-routing-rules" description: "Learn how to set up your holiday hours and routing protocols effectively to ensure a peaceful and undisturbed day. Optimize your holiday season with strategic scheduling and routing rules to prioritize productivity and balance during festive periods by implementing smart strategies tailored to your needs." tags: ["ai contact center", "ai sales", "ai voice", "call routing", "Department", "dialpad call center", "Dialpad Digital Engagement", "Dialpad sell", "dialpad talk", "holiday hours", "ivr ", "mainline "] updated: 2025-09-26T20:12:45Z published: 2025-09-26T20:12:45Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.dialpad.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage Holidays & Routing Rules Configure holiday hours to route calls for a Main Line, Department, or Contact Center. Routing for holiday hours overrides [business hours](/v1/docs/set-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. > [!NOTE] > Who can use this > > Holiday creation and management are available to all Dialpad Sell and [Dialpad Support](https://www.dialpad.com/plans-and-pricing/#contact-center) users. > > If you're a [Dialpad Connect](https://www.dialpad.com/pricing/#business) user, you must be on a [Pro and Enterprise plan](https://www.dialpad.com/pricing/). To view your current office holidays, head to your Dialpad **Admin Settings**. 1. Navigate to **Office** 2. Select**Office Settings** 3. Navigate to **Office Holidays** ![The Office Settings page shows a list of the holidays observed for the entire office.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/View Office Holidays.png) Here, you'll see a list of your office's holidays. We also include the usual ones for the US, Canada, France, Great Britain, Germany, and Australia. Shared lines will set hours and routing based on these holiday dates. > [!NOTE] > Note > > The holiday dates in this list don’t affect the holiday hours or routing for a Main Line, Department, or Contact Center. ## Create an office holiday To create a new office holiday, head to your Dialpad **Admin Settings**. 1. Navigate to **Office**>**Office Settings** 2. Navigate to **Office Holidays**and select **Create New Holiday** ![The Office Settings page shows the list of scheduled holidays for the entire office. The Create New Holiday option is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Create Holiday.png) 3. Enter the name of your holiday 4. Select the date 5. Choose how often the holiday repeats 6. Select **Confirm New Holiday** ![The New Holidays details window.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/New Holiday Details.png) Your holiday will appear in the list of office holidays. > [!TIP] > Tip > > 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**. > > [YouTube video player](https://www.youtube.com/embed/M7UOGtZJjOg?si=1VOHBfBqMgKC4WP2) ## Remove or edit holidays Office and Shared Line holidays can be removed or edited at any time. Let's look at each. ### Remove or edit an office holiday To remove or edit an office holiday, head to your Dialpad **Admin Settings**. 1. Navigate to **Office**> **Office Settings** 2. Navigate to **Office Holidays** 3. Find desired holiday and select **Options**> **Edit Details** or **Delete Holiday** ![The Office Settings page shows a list of office holidays. The option to edit or delete a holiday is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Edit Holiday.png) 4. 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 Dialpad **Admin Settings**. 1. Select the desired Contact Center or Department 2. Select**Business Hours & Call Routing** 3. Navigate to**Holiday Hours** 4. Select **Options**> **Edit**or **Remove** ![The Departments settings page, showing the holidays for that department. The option to edit or delete the holidays is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Edit Office Holiday.png) 5. Make your changes, or confirm deletion ## Set holiday hours & routing rules Once you've created your holidays, it’s time to set holiday hours routing rules. To set holiday routing rules, head to your Dialpad **Admin Settings**. 1. Choose the desired Main Line, Department, or Contact Center 2. Select **Business Hours & Call Routing** 3. Navigate to **Holiday Hours** 4. Select **Add Holiday** 5. Choose an existing holiday, or create your own 6. Determine the open and closed hours for the holiday 7. Select the open and closed routing options [Set Holiday and Routing Rules](https://app.vidgrid.com/embed/cgfU2158YWla) ## Bulk holiday management Does your company have multiple Departments or Contact Centers? Simplify holiday management by applying holiday settings to multiple shared lines at once. To create a holiday and apply it to multiple shared lines, head to your Dialpad **Admin Settings**. 1. Select your **Global Contact Center Settings** (or Global Department Settings) 1. Depending on your permissions, you might need to ask your admin to [enable the 'Assign Contact Center/Department Settings' permission.](https://help.dialpad.com/v1/docs/en/create-a-contact-center#assign-contact-center-settings-page-access) 2. Navigate to **Contact Centers/Department Holidays** 3. Select **Add Holiday** 4. Name the holiday 5. Select the date 6. Choose how often the holiday repeats 7. Choose if your Contact Center/Department will be open or closed for this holiday 8. Determine the holiday hours and routing rules 1. If your Business Hours are Closed, the Closed routing rules will automatically apply. 9. Select which Contact Centers/Departments you want this holiday to apply to 10. Select **Create** [Bulk Holiday Creation](https://app.vidgrid.com/embed/z0HzTF89F1Qb) To manage existing holidays, go to your Global Contact Center/Department Settings and hover over a holiday to access the management tools. Here, you can edit, clone, or delete and existing holiday. Select the number in the Contact Centers/Departments column to see which shared lines have this holiday applied. ![The Contact Center settings page, showing the list of holidays for that contact center. The edit, duplicate, and delete options are shown.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Contact Center Holidays.png) > [!NOTE] > Note > > If an individual Contact Center or Department already has the selected Office level holiday applied, the bulk holiday will override the individual holiday settings. > > If a holiday was created in bulk, you'll see a 'Created by template' label beside the holiday within your Contact Center and/or Department. > > ![Contact Center holiday hours page, showing the option to create a template for a holiday.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/CC Holiday Hours.png) ## 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. If a bulk (templated) holiday was edited on the individual Contact Center or Department level, Supervisors and Admins can see what details were edited from the Holiday Hours section of their Global Contact Center/Department Settings. ![Contact Center holiday settings page, showing the option to customize a contact center holiday.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Customize Holiday.png) ### 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 that this does not apply to company holidays. ### Can I apply a holiday to multiple offices at once? Not right now, but stay tuned as we add more bulk holiday functionality. ## Related - [Set Call Routing Rules for Contact Centers](/set-call-routing-rules-for-contact-centers.md) - [Set Call Routing Rules for Departments](/set-call-routing-rules-for-departments.md) - [Manage a Main Line](/manage-a-main-line.md) - [Create a Department](/create-a-department.md) - [Manage a Contact Center](/manage-a-contact-center.md)