Non-business hours and holidays
The tabs Non-Business Hours and Holidays contain options for setting the times when the company’s staff is not available. During these times, callers will not enter a queue, but instead will hear an announcement. Optionally, callers can be routed to a specific number, or given the possibility to leave a voicemail.
In either tab, choose the queue you want to configure by selecting it from the the drop-down menu labeled Choose…. The option DTMF will configure every DTMF-based queue, i.e. all queues that are reached by pressing the number keys on the telephone. User-defined queues of type Called (see chapter Automatic call distribution) can be configured individually from this menu.
An existing configuration can be copied to a new queue by selecting the new queue from the Choose… drop-down menu and then selecting the queue with the existing settings from the Apply Settings from drop-down menu.
Configuring non-business hours
| Day |
The day of the week when the non-business hours should be active. The option Workdays will apply the settings to every day from Monday to Friday, and the option Weekend will apply to Saturday and Sunday. |
| Start and End |
When the non-business hours should start and end. The time is set in 24-hour format.
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Important: One single entry will set a single consecutive time range within one day. If you have multiple non-consecutive non-business hours one day, each time range requires a separate entry. Similarly, if your non-business hours extend from one day to the next (i.e. overnight), two entries must be configured for both days.
Example: If your company stops taking calls on 17:00 and opens again on 8:00 the following day, two entries are needed.
- from 17:00 to 24:00
- from 00:00 to 08:00
Configuring holidays
The Start and End colums consist of a Date and Time field each. In the Date field, setting the year to 9999 will activate the holiday every year at the same date and time. Entering the string Easter will calculate the date of Easter every year. The strings Easter-<n> and Easter+<n> will set the date to n days before and after Easter, respectively.
Example: In 2025, the date of Easter is 20 April 2025. Entering the string Easter-2 into the Date field sets the holiday start to 18 April 2025.
General settings
The following settings are applicable to both non-business hours and holidays configurations.
| Announcement |
The audio file that will be played during the set non-working hours. |
| Destination |
During non-business hours, calls will be directed to this number after the announcment has been played. It is also possible to set a dynamic number (see Dynamic routing destination).
|
| Voicemail |
If this option is checked, a caller will only be able to leave a voicemail to the number entered in the Destination field. If the option is unchecked, the call will be routed to the number. |
| Description |
An optional description for the entry. |
Dynamic routing destination
Besides regular numbers, you can also enter a regular expression in the Destination field. A regex pattern must be enclosed by two slashes and will match against the number dialed by the caller. Numbers and regular expressions can be combined by putting absolute numbers before or after the regex pattern. For details on the regex syntax, see the Regular expressions quick reference.
Example: The Destination field contains the following value: 10/..$/
The digits 10 are an unchanging value outside the regex pattern. The pattern itself will take the last two digits of the number dialed by the caller.
- A caller who dialed 8801 will be routed to 1001.
- A caller who dialed 8812 will be routed to 1012.
- A caller who dialed 907712 will be routed to 1012 as well.
