How to configure ivr flow for specific office hours and holidays?

How to configure ivr flow for specific office hours and holidays?

Quick Answer

You can set precise working hours, after-hours prompts, weekend rules, and one-off holiday schedules for any IVR directly from the MyOperator dashboard under Call  › Design Callflow, then use “Set as Primary” to publish changes in real time.

1. Dashboard Navigation and Permissions

Only users whose profiles include Call or Design Callflow editing rights can change schedules.

  1. Sign in as an Admin at in.app.myoperator.com, open Call  › Design Callflow, locate the active flow, click the vertical ellipsis (⋮), choose View and Edit, then click Edit to open the schedule editor.

2. Configure Office Hours, Non-Working Hours, and Weekends

  1. Select a configuration mode. Basic Mode works for a single uniform timetable such as Monday–Friday, 9:00 AM–6:00 PM. Advanced Mode allows different hours per day, lunch breaks such as 1:00 PM–2:00 PM, or weekend-specific menus, with time slots selectable in 30-minute increments.
  2. Define working days and hours. For example, choose Monday–Friday and enter 09:00 AM as Start Time and 06:30 PM as End Time.
  3. Enable after-hours handling. Turn on the switch labelled “Do you want a call flow for non-working hours?”, enter 06:30 PM to 09:00 AM, and attach either a voicemail rule or a prerecorded message such as 
    Our office is currently closed...
  4. Mark full closure days. Toggle on “Non-working days,” pick days like Sunday, set 12:00 AM–12:00 AM, and map a closed-day prompt.
  5. Test the plan. Click Preview, pick any date and time, and confirm that calls route as expected.
  6. Go live. Click Save › Publish › Confirm, then click Set as Primary so the new timetable controls incoming calls immediately.

3. Create and Activate a Holiday Call Flow

  1. Prepare in advance. In Call  › Design Callflow click Create New Flow and name it “Holiday Call Flow.”
  2. Add a greeting that explains the closure, for example: 
    Our offices are closed today due to Diwali. We will resume normal operations tomorrow.
    Route the call directly to voicemail or end the call to avoid extension transfers.
  3. On the morning of the holiday, open Holiday Call Flow and click Publish / Set as Primary.
  4. When business resumes, return to the regular flow and click Set as Primary to restore normal routing.

4. Best Practices and Preview Tools

  • Schedule edits during low-traffic windows to avoid interrupting live callers.
  • Always listen to the Preview or place a test call before you publish.
  • Keep reusable audio files for after-hours and holiday messages ready in your Audio Library.

5. Troubleshooting and Information to Share

If calls ignore your schedule, email support@myoperator.com or call 08129-81029 or 092129 92129. Include:

  • Your Business Account Number (BAN).
  • The primary Service Number.
  • Three to five recent plain-text Call UIDs that were routed incorrectly.

6. Internal Support and Escalation Workflow

Support Team (Front-Line)

  • Verify the BAN, Service Number, and that the requester has Admin privileges.
  • Guide the client through schedule setup or host a live Google Meet screen-share for Advanced Mode.
  • Help build and save a reusable Holiday Call Flow.
  • Check user-level dependencies such as Manage Users availability toggles, individual shift schedules, and department mappings.
  • Confirm the account time zone in Call Design › Callflow › Advanced Settings › Inbound Settings.

Account Manager (Handoff Triggers)

  • The client needs multi-department or multi-regional time-of-day routing that also uses AI bots, external CRM webhooks, or additional DIDs.
  • The client must purchase new user seats or regional numbers.
  • An executive explicitly asks for a direct callback from the assigned AM.


Keywords

IVR schedule, office hours, after-hours prompt, weekend routing, holiday call flow, MyOperator dashboard, Set as Primary, Advanced Mode, time-zone mismatch, Call UID, BAN