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

• From the dashboard, go to Call Flows.

• Select the call flow you want to update.

• 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

• To route calls differently on specific dates or during office hours, add a Decision module.

• Search for Calendar if you want a specific date-based rule, or use the Schedule module for recurring office hours.

• Drag the calendar/schedule block into the call flow.

3. Configure a specific holiday date 1:03

• Select the calendar block and set the date you want to treat specially.

• In the demo, the date is set to January 1st.

• Define the time window for that date, such as 7:00 AM to 7:00 PM.

• Confirm the settings to create the holiday rule.

4. Connect the holiday route to voicemail 1:49

• Connect the Start section to the calendar block’s input port.

• Connect the calendar block’s date route to voicemail.

• Make sure the basic route is also connected.

• 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

• You cannot save the flow unless the basic route is connected.

• If it is missing, the system will show an error.

• Once the basic route is in place, save the call flow.

• 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

• You can also use the Schedule module to define regular office hours.

• Drag the schedule block into the flow and configure your working days and hours.

• In the demo, the office hours are set to Monday–Friday, 9:00 AM to 6:00 PM.

• Confirm the schedule settings.

7. Route office-hour and after-hours calls 3:22

• Connect the Start section to the schedule block’s input port.

• Connect the in-hours route to the normal call handling path.

• Connect the basic route to voicemail for calls outside office hours, such as weekends.

• Save the flow again to confirm the changes.

Link to Loom

https://loom.com/share/56f01946cad04ee4aea64605c9f4409a