Create a Holiday Time Frame

In order for the system to know when you should have calls routed for the holidays, a time frame will need to be created.

To add a new Holiday time frame…

1. Navigate to the Time Frames page.
   
2. Click on the name of your business (Domain Name) to pull up a list of the time frames for the whole business. 
   
   

   Quick Tip: Alternatively, you can search for and click on the name of a User that needs this routing just for themself. 

3. Click the Add Time Frame button to create a new holiday time frame.
   
4. In the Add a Timeframe menu, fill in the following information:
   • Name - Type in a unique name for this time frame, such as Holidays.
     
   • When - Select Specific dates or ranges to schedule your holiday times in advance. 
     
   • Specific dates or ranges - Click the boxes or Calendar icons to select the date(s) and times the time frame will be active for.
     
5. To schedule more holiday dates, click the Add date range  button and repeat step 4. 
6. To remove a date range, click the Delete  button.
7. Click the Save button.
   
   

   Now, there your new, Holidays time frame should be included in your list of time frames, like so:
   

   From here, you can use the Time Frame to set up routing/forwarding. To learn more, read this article. 

   Quick Tip: If you already have a holiday time frame created, you can add additional dates by clicking the name of the time frame and then clicking the Add date range  button.

   By doing this, you can efficiently use only one Holiday time frame for all of your Holidays to avoid cluttering up your domain's Answering Rules. 

Review Your Phone Number's Routing

In order to know where we need to add the special holiday routing we will create; we need to confirm where your phone number is routing calls.

To check the Destination for calls to your phone number…

1. Navigate to the Inventory → Phone Numbers.
   
   

   ✔ On this tab, you can check where your phone numbers route. 

   

2. Click the phone number that needs to be edited.
   

   Quick Tip: Alternatively, click the Edit icon next to a phone number.

3. In the Edit modal, check and update the following information:
   
   
   • Treatment - This will determine the type of destination we want callers to be routed when someone dials the phone number.
     • Available number - Leave the phone number unassigned.
     • User - Route the call to a specific user.
       • Direct Dial Numbers (DIDs) can be routed to specific Users. 
       • "Main Numbers" will usually be routed to an Inbound Routing User (x8900) that uses Answering Rules and Time Frames to route calls depending on the time and day. 
     • Fax - Routes calls and fax messages to a fax number. Not all accounts will have this option.
     • Conference - Routes callers to a conference bridge that has been created.
     • Call queue - Routes callers directly to a call queue.
     • Voicemail - Routes callers to a specific user's voicemailbox.
     • PSTN - Routes calls to an off-net, 10-digit phone number, such as an Answering Service or a cellphone.
   • Caller ID Prefix - This will add text to the beginning of the caller id name for all calls that route through this phone number. 
   • Notes - This is where you can add information about the use of the phone number, such a location or business name. 
   • Forwarding Number - In the case of a catastrophic event on our (PrimecallVoIP's) network, numbers can be forwarded to this fallback number. Other call forward options are available if you are experiencing a local network or power issue.

Create a Holiday Answering Rule

Now that we have a Holiday time frameand know where calls for your phone number are being routed, we can add in an Answering Rule that will route calls somewhere when the holiday time frame is active.

To create a Holiday Answering Rule…

1. To view your main business routing, navigate to the Users page.
   
2. Use the search bar to find the user (Inbound Routing User, Call Queue, Auto Attendant, User, etc.) that handles calls to your phone number
3. Click the name of the routing user and visit the Answering Rules tab.

   Quick Tip: Alternatively, click the Edit icon and select Answering Rules.

   

4. Click the Add Rule button.
   
5.  In the Add Rule window, use the Time Frame drop-down to select the new Holiday time frame.
   
6. If the rule should be active when the time frame is active, ensure the Enabled checkbox is selected.
   
7. In the Call Forwarding section, select the Always checkbox. In the box, type the destination for calls during your holidays.
   
   

   Quick Tip: Possible destinations include:

    – The Phone or Voicemailbox of a Specific User
    – General Voicemailboxes
   – Call Queues
    – Auto Attendants
    – Conference Bridges
    – An Off-Net 10-Digit Phone Number (Answering Service, Cellphone, etc.)

8.  Click the Save button. 
   
   

   ✔ You will then see the new holiday rule in the list of the user's answering rules.

   

9. Make sure that the Holiday rule is above the Business Hours rule in priority.
   • You can move Time Frames around by clicking and dragging the triangles on the left-hand side of the answering rules. 
     
   • The rules take priority from top-to-bottom.
     • Top = Highest Priority (Usually a Temp Forward or Holiday answering rule)
     • Bottom = Lowest Priority (Default/After Hours answering rule)