Set a queue's hours, closed message and holiday calendar
Set when a queue is open, what happens when it is closed, and which holiday calendar closes it.
Where to find it
Calls › Queues & SLA › Configure › Hours
Open this screen
Steps
- Open Calls › Queues & SLA, press Configure on the queue and open Hours.
- Choose the Timezone and set the opening and closing time for each day. Closed clears a day.
- In When closed, choose Take a message or Send to the overflow queue, and write the Closed greeting.
- In Holiday calendar, choose the calendar whose closures close this queue.
- Press Save queue.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Timezone | The timezone the hours are read in. | — |
| Closed | Closes the queue all day on that day. | — |
| When closed | What a caller gets outside the hours. | — |
| Closed greeting | What callers hear when the queue is closed. | — |
| Holiday calendar | Closures on this calendar close the queue: your own plus any shared with all organisations. | default |
Troubleshooting
"That holiday calendar name is not valid."
Choose a calendar from the list, or use a simple name.
Tips
- This tab edits a day's first session; a second session set in a line's business hours (a lunch break) is kept as it is.
- With no hours at all, calls to the queue are taken at any time.
Good to know
- Add closures under Inbound ops › Holidays & emergency.
- Only owners, administrators and managers can configure queues.
Related how-tos
- Queues & SLA Watch calls waiting, the service level and live calls per queue, and configure each queue's targets, hours and routing.
- Set a line's business hours Set when a caller who asks for a person can be put through; outside these hours your AI agent says nobody can come to the phone and keeps helping.
- Add holidays and run an emergency closure Close queues on holidays, and close every queue at once with a message in an emergency.