Using your Holiday Call Flow

Using Your Holiday Call Flow

Planning to close or adjust your hours for a holiday? You can easily update your phone system with a special greeting and custom call routing using your Holiday Call Flow. Here’s how to set it up:

 Step 1: Record or Update Your Holiday Greeting

1. Log into the Manager Portal and go to Auto Attendants.
2. Find the one labeled Holiday Prompt and click the ✏️ edit icon.
3. You can either:
   • Upload a recording (MP3 or WAV), or
   • Use Text-to-Speech to type your message and generate an automated voice.

There are two types of prompts:

• Intro Prompt: Plays before any options are available—great for announcements.
• Menu Prompt: Plays when callers can press a key to leave a message or reach someone. 

 Example: If you want callers to leave a message, your Menu Prompt might say:
“Our office is closed for the holiday. Press * to leave a voicemail.”

Then, assign the * key to the Voicemail option in the dial pad menu.

Step 2: Set Menu Timeout Behavior

Click the ⚙️ settings icon next to the dial pad menu to adjust:

• Timeout duration (how long the system waits for input).
• What happens if no key is pressed (e.g., send to voicemail).

✅ Tip: If you want the greeting to play and automatically go to voicemail, set the timeout behavior accordingly—no key press needed.

Step 3: Set Your Holiday Time Frame

This step tells your phone system when to activate your holiday greeting and call routing.

1. In the Manager Portal, go to Time Frames under your domain.
2. Find the one labeled Holiday and click the ✏️ edit icon. If it doesn’t exist, click Add Time Frame to create one.
   You’ll see two options:  

Option 1: Use a Predefined Holiday

• Select "Holiday" from the list of predefined time frames.
• This includes major U.S. holidays like New Year’s Day, Independence Day, Thanksgiving, etc.
• You can’t edit the dates in this list, but it’s great for recurring closures. 
• Next, you can set up the 'Observed Holidays' logic: 

  Basically - how you'd like your system to handle holidays based on the day it lands on...
  

Option 2: Set Specific Dates and Times

• Choose "Specific Dates or Ranges" to manually define your holiday schedule.
• Click Add Range, then select the start and end date and time.

Tip: To cover an entire day, set the time from 12:00 AM to 11:45 PM.
This ensures your holiday call flow is active the whole day without overlap issues.

You can add multiple date ranges if your closure spans several days (e.g., a long weekend or company-wide break).

3. Click Save when you're done.

Important: Make sure your regular business hours doesn’t conflict with your holiday time frame. The system follows a top-down priority—so the holiday time frame should be listed above your normal hours in the call flow.

Step 4: Apply the Holiday Time Frame to Your Call Flow

Once your greeting and time frame are ready:

• Add the Holiday Time Frame to your call flow by Accessing the ‘Inventory’ application in the manager portal – select ‘Phone Numbers’ and the number you’d like to edit. Once selected, you will open the following: 
• First, we will need to add the new time frame to the list, simply click the drop down to select the Holiday TF. Any expired time frames will be flagged.

  Once the correct option is selected click the green plus.

  This will put the timeframe on the bottom of the list, clicking and dragging the up-and-down arrows to the left will allow you to change the priority.

NOTE: Make sure it’s placed above your regular business hours so it takes priority during the holiday.