Setting up Time of Day Routing and Holiday Scheduling in Operator Connect

To complete the tasks in this article, you’ll need to be an administrator. Learn more about Teams administrator permissions.

Time of Day Routing and Holiday Scheduling help you to control how calls are routed during business hours, after hours, weekends, and public holidays. Time of Day Routing and Holiday Scheduling are set up in Auto Attendants.

Time of Day Routing

Time of Day Routing allows you to route calls differently depending on the time and day. For example, you can send calls to a specific team during business hours and to voicemail or an out of hours service after hours.

Set up Business Hours

1. In your Auto Attendant, go to Call flow, then Business Hours.
2. Set your organisation’s working hours (e.g., Monday to Friday, 09:00–17:00).
3. Choose what happens during business hours, such as:
   • Route to a Call Queue.
   • Play a greeting.
   • Redirect to a user or voicemail.

Set up after hours routing

1. Select After hours.
2. Choose the action for calls outside business hours, such as:
   • Play a closed message.
   • Redirect to voicemail.
   • Route to an external answering service.
3. Save your changes.

Holiday Scheduling

Holiday Scheduling allows you to override normal call routing on specific dates, such as bank holidays, company shutdowns, or seasonal closures. You can then choose from the following actions:

• Play a holiday greeting.
• Redirect to voicemail.
• Redirect to an external number.
• Disconnect the call.

You can follow Microsoft‘s guidance on Setting up holidays in Microsoft Teams.

Applying a holiday to an auto attendant or call queue

Once you’ve created a holiday, it then becomes selectable inside Auto Attendants.

1. Go to Teams Admin Centre.
2. Select Voice, then Auto attendants.
3. Open your Auto Attendant.
4. Go to Call flow.
5. Select Holiday call settings.
6. Choose Add.
7. Select the holiday you created.
8. Choose the routing action e.g. redirect to an external number.
9. Select Save.