Holiday schedules

Add holidays to business hours to route incoming calls differently during specified holidays, for example to voicemail or an answering service.

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Adding holidays 

Add holidays when adding business hours to a call flow. You can add or remove holidays to live call flows by selecting the call flow and making the necessary changes in the holiday’s section under business hours.

From the Admin home page, select Communications > Phone Systems > Call flows. Select the call flow and click Business Hours.

Click Add Holiday and choose All US Federal Holidays, or select from the available list of federal holidays. You can also add specific dates (January 1), or custom dates based on occurrence (i.e., the last Thursday of November).  

NOTE: To remove a holiday from the business hours, click Remove to the right of the holiday

 

 

 

 

Adding holidays 

1. Create a holiday schedule

From the Nextiva Voice Admin Dashboard, hover over the username in the top-right corner and select My Account Schedules Create Schedule.

Enter the schedule name, select Holiday for the type of schedule, and choose the level of availability.   

    • Enterprise: Anyone in the enterprise can use this schedule.
    • Location: Only the specified Location(s) can use this schedule. Select the desired location(s) from the Location drop-down list.
    • User: Only the specified User(s) can use this schedule. Select the desired User(s) from the User drop-down list.

Click Plus (+) under Events and create new events to follow the following  > Save > Finish.

2. Assign a holiday schedule 

Choose one of the options below for step-by-step instructions. 

Assigning a holiday schedule to auto attendants

From the Nextiva Voice Admin Dashboard, hover over Advanced Routing > Auto Attendants. Under Manage Auto Attendants, select the location. 

Hover over the auto-attendant and click the pencil to the right. Select the Holiday Schedule from the drop-down list > Save

Assigning a holiday schedule to hunt groups

From the Nextiva Voice Admin Dashboard, hover over Advanced Routing > Call Groups.

Hover over the desired hunt group and click the Pencil icon > ForwardingCall Forward Selective. In the Default Forward Number field, enter the phone number to which incoming calls should be forwarded.

Click Save > Call Forward Selective > Plus (+) icon at the bottom-right corner to add selective criteria detailed below > Save Criteria.

  • Forward to: Select Specified Number and enter the Forward Number. To send a call to voicemail, enter *55 and the extension of the voicemail box, with no spaces in-between (e.g. *551000 for the voicemail box of extension 1000). 
  • Holiday Schedule: Select the holiday schedule during which calls will be forwarded. The holiday schedule has priority over the regular schedule.
  • Any Phone Number: Select this radio button to forward all incoming calls, during the time specified in the holiday schedule.

Assigning a holiday schedule to call centers

From the Nextiva Voice Admin Dashboard, hover over Advanced Routing > Call Center Locations Log In. Once the Configuration Portal launches in a new tab, select Call Center > Call Centers Edit.

Click Routing Policies > Holiday Service > set up the below settings > OK or Apply.

  • Action:
    • None: Standard routing policies apply.
    • Perform busy treatment: Performs standard busy treatment for holiday service calls if the holiday service schedule is active.
    • Transfer to phone number / SIP-URI: Transfers holiday service calls if the holiday service schedule is active.
  • Holiday Schedule: Select the holiday schedule during which calls will be forwarded.
  • Play announcement before holiday service action: Play a custom greeting to the caller.
  • Audio: Choose either the Default Nextiva announcement, an audio file located online using the URL, or you can select a custom greeting. Announcements are played in the order they are uploaded. For information on uploading announcements, click here.
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Updated on September 14, 2021

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