How to Add Holiday Dates or Office Hours to a Call Flow
How to Add Holiday Dates or Office Hours to a Call Flow
1. Open the call flow you want to edit 0:11
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From the dashboard, go to Call Flows.
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Select the call flow you want to update.
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In the example, the flow currently routes an incoming call to an extension and then to voicemail after a delay.
2. Add a calendar or schedule decision block 0:45
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To route calls differently on specific dates or during office hours, add a Decision module.
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Search for Calendar if you want a specific date-based rule, or use the Schedule module for recurring office hours.
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Drag the calendar/schedule block into the call flow.
3. Configure a specific holiday date 1:03
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Select the calendar block and set the date you want to treat specially.
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In the demo, the date is set to January 1st.
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Define the time window for that date, such as 7:00 AM to 7:00 PM.
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Confirm the settings to create the holiday rule.
4. Connect the holiday route to voicemail 1:49
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Connect the Start section to the calendar block’s input port.
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Connect the calendar block’s date route to voicemail.
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Make sure the basic route is also connected.
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The basic route handles all calls that do not match the holiday rule.
5. Save the call flow after adding the basic route 2:08
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You cannot save the flow unless the basic route is connected.
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If it is missing, the system will show an error.
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Once the basic route is in place, save the call flow.
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Result: calls on the specified holiday go to voicemail, while all other calls follow the normal route.
6. Add office hours with the schedule module 2:48
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You can also use the Schedule module to define regular office hours.
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Drag the schedule block into the flow and configure your working days and hours.
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In the demo, the office hours are set to Monday–Friday, 9:00 AM to 6:00 PM.
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Confirm the schedule settings.
7. Route office-hour and after-hours calls 3:22
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Connect the Start section to the schedule block’s input port.
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Connect the in-hours route to the normal call handling path.
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Connect the basic route to voicemail for calls outside office hours, such as weekends.
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Save the flow again to confirm the changes.