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Holiday Hours

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Holiday hours behave like regular business hours, and modify the hours of operation for the day of the holiday to be closed for the entire day or to respect different/reduced hours for that day. As part of holiday configuration, you can also include an optional holiday greeting that plays outside business hours on the day of the holiday.

You can schedule a holiday for your entire account and apply the holiday to only certain numbers by using our search filters by number, friendly name, country, or ring group. This will allow you to customize holiday hours for different offices.

Please note, setting up holiday hours is a two-step process. Don't forget about step 2!

Step 1: Configuring Holiday Hours

To configure your holiday hours:

  • Log into your Talkdesk account as an Administrator.
  • Click the 'Admin' section at the top of the page [1].
  • Select the 'Holiday Hours' tab [2].
  • Press the 'Add new holiday' button to define your holiday hours [3]:

  • Type in the name of your scheduled holiday [4].
  • Click the calendar box field [5].
  • Select the day for which you would like to configure holiday hours [6].
  • By default 'Closed all day' is applied to your holiday, but you can also select 'Add hours' to specify only a period of time during the holiday when you will be in operation (similar to setting regular business hours) [7].
  • Adjust the slider to select your business hours for the selected day [8]:

  • Click 'Add new greeting' [9] to include a custom holiday greeting to be played when customers call you outside these holiday hours on the day of the holiday, or select from your existing greetings [10]
  • If you would like to type in a message to be converted to an audio voicemail message to play to callers, select 'Text to Speech' and type your message next to the box labeled "Message" [11].
  • Alternatively, if you have a pre-recorded message that you would like to play to callers, select "Upload File” and click the 'Choose File' button [12]. Talkdesk currently supports mp3 and wav file types. If you have a file saved in another format, you can convert it to a format we support by using this tool.
  • When you are finished configuring holiday hours, click 'Save' [13]. Your new holiday will be added to your 'Holiday Hours' tab [14].
  • You can add as many new holidays as you wish. You can also delete these at any time [15]:

Notes: 

  • The holiday greeting is optional, and your regular “Outside business hours” greeting will play if you leave it as “None”.
  • If you have an IVR with the 'After Hours IVR' option enabled, you need to disable the 'After Hours IVR'. Disabling this option will ensure that the holiday greeting (or “Outside business hours” greeting) is played. Otherwise, even if you have set up Holiday Hours, the callers will hear the IVR and may think that there are agents available.

 

Step 2: Applying Holiday Hours

Now you will need to apply your holiday hours. To apply different holiday hours per location, number or all your phone numbers, follow these instructions:

  • Log into your Talkdesk account as an Administrator.
  • Select the 'Admin' section at the top of the page [1].
  • Click on the 'Numbers' tab [2].
  • Tick the 'Phone Numbers' box to select all numbers [3] or tick only the phone numbers for which you would like to configure holiday hours (you can also perform a search for a number, friendly name, or dedicated line, or filter by a specific country or ring group, and select a specific set of numbers).
  • Select the bulk action 'Add Holidays' [4].
  • Choose one or more holidays, or search for a specific holiday by name [5].
  • Select your holiday(s) and save your changes [6]:

Note: You cannot add more than one holiday for a given day for a given phone number. You will not be able to select an existing or conflicting holiday.

  • After applying holidays, you can click into each number and see which holidays have been added to it.
  • To remove holidays, simply select the appropriate numbers [7] and then select the bulk action 'Remove Holidays' [8]. You can only remove holidays that have already been applied to the number:

Note: holiday hours, like business hours, respect your routing settings.  For example, if you are closed for New Years but your routing setting is 'Only when status is set to available', then an agent’s device will still ring on New Years if an agent is available.

Also note that currently, you cannot configure holiday hours for dedicated lines.

How it works:

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Comments

  • Avatar
    Dirk de Pagter

    Is this feature available for all service levels or are there levels that do not include it?

  • Avatar
    Michael Vinal

    Also, a lot of holidays fall near weekends, and/or woill include multiple days off in a row.

    So we should be able to select more than one day!

    Like both Thanksgiving and Christmas this year. We will be closed Thanksgiving Day and the next day (Friday). Also Christmas Eve and Christmas Day.

  • Avatar
    Dirk de Pagter

    @michael: Our company closes the day after Thanksgiving, too. I just created a Thanksgiving Day holiday entry, using our Thanksgiving 2015 audio file, AND I created a Black Friday holiday entry that uses the same Thanksgiving 2015 audio file.

  • Avatar
    Sara Costa

    Calls answered during holiday hours will be considered as meeting Service Level using the same SLA calculation for regular business hours, either at the account or number level, depending on how you have configured your SLA.
    With regard to selecting a range of dates for holidays that span multiple days, it has now been logged as a feature request. We will hopefully be able to provide you with that functionality soon. For the time being @michael, as @dirk very correctly suggests, you will need to create separate holidays for each day of the holiday. Happy Thanksgiving!

  • Avatar
    Michael Cardamone

    Question?

    I have several teams and have multiple coverage windows for the same day such as:
    Dec 24th Team A covers from 12AM to 11:30AM. Then we are closed from 11:30AM to 6PM the same day and Re-open at 6PM to 11:59PM (which Team A will covers). During the closed time we are routing calls to an after hours mobile phone.

    I have not seen a way to accomplish this with the new feature.
    My only solution is to login when the Closed hours take effect and delete the Holiday then re-apply it with the updated Open hours for that day.

    Can this functionality be updated for this feature? I would like the ability to enter all my Holiday hours for the entire year in January.

  • Avatar
    Sara Costa

    Hi Michael, thanks for the suggestion! We've filed this feature request with our development team and hope to be able to implement it soon. Happy Holidays!

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