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Account-Wide Holiday Settings and/or Holiday Templates

Managing the holiday hours for our locations requires us to manually enter in a custom answering rule for each company holiday for each location. For us that is over 600 manual entries and counting that need to be made each year. This could easily be eliminated by having a master holiday setting that could be applied to lines, queues, or ring groups in the account. Another way to accomplish this would be to have holiday call handling templates built-in. They could contain the most common holidays for each country with the ability to remove the ones that don't apply. The fact that there is no built-in capability to manage holidays is a major oversight.

  • Guest
  • Mar 19 2021
  • Under review
  • Jeff Richardson commented
    24 May 01:00pm

    Call queue templates would be a great help when setting up holiday schedules. Better yet might be a company holiday schedule that can be applied to selected objects.

  • Casey Young commented
    1 Dec, 2021 07:43pm

    I would expand this into a staged page where you could setup scheduled changes to the queue business hours.

    Prep the template there with the expected changes that will go into effect for each queue business hours in advance of the due date. System will copy the template over the active queue business hours on the date it is set to go into effect.

    Add to this the option to store future changes by name and be able to edit reuse or revert back to old versions.

    This would mimic the rules for advanced call handling "Custom Answering Rules" section but specifically overwrite the queue business hours that are currently active (and offer a list of the old ones that have past dates to edit for future years use).

  • Lee Pullen commented
    12 Oct, 2021 02:16pm

    Absolutely! We don't have nearly that many to do but it is incredibly cumbersome for the few we have. I cannot imagine 600.

  • Travis McCarthy commented
    27 May, 2021 04:07pm

    Strongly agreed -- the standard holidays should already be built in and there needs to be a much faster way to apply this across multiple queues. My company currently has about 85 queues (and counting) and it takes several hours to complete this task, which is not an efficient use of my time.