Set Holiday Hours & Routing Rules

 

Configure holiday hours to route calls for a Main Line, Department, or Call 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.

View Office Holidays

dp-holiday-dates.png

From Dialpad.com, navigate to Admin Settings > Office > Office Settings > Office Holidays.

You'll see a list of default holiday dates for the country that the Office is set to. Dialpad displays recurring default holiday dates for the United States, Canada, France, Great Britain, Germany, and Australia. In this list, you'll also see any other Company or Office-created holiday dates.

Holiday dates in this list will not affect holiday hours or routing for a Main Line, Department, or Call Center. Shared Lines will set hours and routing based on these holiday dates or while creating their own.

Create a Holiday

dp-create-office-holiday.gif

From Dialpad.com, navigate to Admin Settings > Office > Office Settings > Office Holidays. You can also do this from the Company level rather than the Office level.

Select Create New Holiday and enter a name, date, and optional recurring basis.

Set Holiday Hours & Routing Rules

dp-create-holiday-hours-routing.gif

From Dialpad.com, navigate to Admin Settings and choose the Main Line, Department, or Call Center you'd like to set holiday hours and routing rules for. Navigate to Business Hours & Call Routing Holiday Hours.

Select Add Holiday and choose an existing holiday in the drop-down or create your own.

Determine the open hours for this holiday, then set routing options for what occurs while the Shared Line is open and closed. It's an identical process to setting business hours and routing rules on a regular day.

Frequently Asked Questions (FAQs)

What can I specify per holiday?

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

What can't I specify per holiday?

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

How do we remove and/or adjust holidays?

Return to the Main Line, Department, or Call Center and, in Business Hours & Call Routing, select Options Edit or Remove alongside the holiday.

How is the timezone of the holiday determined?

Holiday use the Office's timezone.

Was this article helpful?

/