Overview
The Holiday Hours feature allows administrators to configure system-wide calling restrictions for specific dates and states. This ensures compliance with Do Not Call regulations for holidays and manages call center closures, automatically preventing lead distribution and outbound calls during these restricted periods without affecting your standard distribution settings.
Key Functionalities
Compliance Management: Automatically enforce calling restrictions on state and federal holidays to maintain regulatory compliance.
Bulk State Selection: Apply holiday hours to multiple states simultaneously.
Reusable Configurations: Save holiday sets once and reuse them year after year, only updating the specific dates as needed.
System-Wide Control: Restrict lead distribution and calling across all distribution methods (RingResponse, Pull Distribution) during configured holiday periods.
How to Set Up Holiday Hours
Step 1: Access Holiday Settings
Navigate to MORE > Settings > Setup Lead Routing > Lead Distribution.
On the Setup Lead Distribution page, click the Edit Holidays button located towards the top-right.
Step 2: Create a New Holiday Set
Click the Add button to create a new holiday entry.
Configure the following details:
Name: Give the holiday a clear, recognizable name (e.g., "Independence Day").
From Date: Select the start date of the holiday restriction.
To Date: Select the end date of the holiday restriction.
Note on Date Selection: The calendar interface may not show future dates initially. To set a "From Date" that is in the future, first select the desired "To Date," then return to the "From Date" selector—the future dates will now be available.
Step 3: Assign States
Select the states where these holiday hours should apply. You can use Select All for nationwide holidays or choose specific states for regional observances.
Click Keep Changes to save the state selections.
Step 4: Save the Configuration
Ensure all details are correct and click Save to activate the holiday hours.
Best Practices
Plan Ahead: Configure holiday hours well in advance of the actual dates to ensure uninterrupted compliance.
Use Descriptive Names: Name holidays clearly (e.g., "Thanksgiving 2025") for easy identification and management.
Leverage Reusability: For recurring holidays like Christmas, create one set and simply update the year each time.
Combine with Standard Hours: Holiday hours work alongside your regular calling hour restrictions, providing layered compliance protection.
Communicate to Team: Inform your sales team of scheduled holiday closures so they can plan their workload accordingly.
Troubleshooting
Leads are still being distributed during a holiday.
Verify that the holiday hours are correctly configured with the right dates and states. Also, confirm that the holiday set is saved and active.I can't select a future date for the "From Date".
This is a UI behavior. First, select your desired "To Date" in the future, then go back to the "From Date" selector—the future dates will now be available.The holiday restrictions are affecting states I didn't select.
Double-check the state selections for that holiday set. Only the states you explicitly select will have the restrictions applied.