Managing public holidays

There are two ways to handle public holidays for your queues. This article discusses how to manage the opening times of your queues within flows. It assumes some understanding of creating flows.

If you want to handle public holidays for your queues and do not use flows, you can instead set the opening times and dates in the queue settings. For more information see Defining a call queue's opening hours.

Using the Timing applet

Before sending incoming calls to your queues, if you are handling them with flows, you can use the Timing applet to define your opening times. You can set the timing for the next seven days. The Timing applet is only available if you have Advanced Flows enabled from the LeadApp Store.

The Timing applet can direct the call or message to one applet if it is within your opening hours, letting you direct the call to a Queue. If the call arrives outside the opening times, you can direct the call to a different applet, for example a Greeting followed by Hangup or Callback. When a public holiday falls within the next week, click the icon for the day you will be closed. The queue will then remain closed on that day.  Once the holiday is passed, go back to the flow and click the next to the day to reopen it for the next week. Remember to click the Save button to save your changes!