How to Create a Holiday Schedule on Your ShoreTel Connect System

October 24, 2019

The holiday season is fast approaching! Many of our customers close shop for the holidays, so this is a good reminder to make sure your phone system is programmed correctly to handle any call that might come in.

Within the ShoreTel system, a Holiday schedule allows you to trigger a separate call flow on scheduled days for Route Points, Hunt Groups, Workgroups, and Auto Attendants. This allows you to play a separate greeting for holiday closures or to temporarily change a greeting and options on a menu. A holiday will trigger the special call flow for a 24-hour period on the designated day.

You can also use custom schedules to modify a call flow or greeting for a set time period during a single day. A custom schedule will trigger a separate call flow during the specific time range that you set on a single day. This could be used for an all-staff meeting, an emergency half-day closure, etc. Hunt Groups cannot have custom schedules applied to them, but Workgroups, Route Points and Auto Attendants can.

Creating a Holiday Schedule

To begin, navigate to the Schedules section of Director. This is found under Administration > Features > Schedules.

Select Holidays and create a NEW Holiday Group. A Holiday Group is applied to a single or multiple call flow entities (Hunt Groups, Workgroups, Auto Attendants, Route Points). Note: In a system with multiple sites it is a good idea to create multiple Holiday Groups as some sites may observe separate holidays.

  1. Name your Holiday Group
  2. Select the site’s time zone
  3. Add a holiday below: This needs a name and the date in full mm/dd/yyyy format.
  4. You can select if this is a yearly holiday that will always occur on the same date every year, but you must still put in the full date format
  5. Save

Creating a Custom Schedule

Navigate to the Schedules section of Director. This is found under Administration > Features > Schedules.

Select Custom and create a NEW Custom Group.

  1. Name your Custom Group
  2. Select the site’s time zone
  3. Add the custom day Name
  4. Add the date in full mm/dd/yyyy format
  5. Select the beginning time in HH:mm format
  6. Select the ending time in HH:mm format
  7. Save

Notes: You can select if this is a yearly custom event that will always occur on the same date every year, but you must still put in the full date format

Applying a Holiday/Custom Schedule

Any Holiday or Custom schedule group must also be applied to the call flow entity. Holiday schedules can be applied to Auto Attendants, Workgroups, Hunt Groups, and Route Points. Custom schedules can be applied to Auto Attendants, Workgroups, and Route Points. Each of these items will have a Holiday/Custom tab that lets you choose which group you want to use. Any settings configured on that tab will be how the call flow entity behaves during the designated Holiday/Custom time. Auto Attendants and Workgroups allow you to upload a prompt/voicemail greeting that are specific to your holiday.

  1. Select the Holiday Tab of your Auto-Attendant/Workgroup/Route Point
  2. Select the newly made holiday/custom schedule you would like to use
    1. Note: These can be applied across multiple call flow entities if they need to share the same holidays
  3. Click the ‘IMPORT’ button to upload a custom greeting
  4. Configure your Auto-Attendant/Workgroup/Route Point behavior
  5. Save

For Hunt Groups

On a Hunt Group there is not a separate tab for holidays. You can set a Holiday in the Hunt Group, but there is no option for setting a special holiday behavior. The calls simply go to the Off-Hours destination for the designated day.

  1. Select your Holiday schedule
  2. Calls will go to the Off-hours/Holiday destination during your scheduled holiday

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