Opening hours and holidays - Comfort Hub handbook

Three settings decide whether a caller reaches a queue or hears the closed greeting: the switch that closes the whole line, the holiday list, and each department’s weekly hours. All three live in the engine.

Setting	What it does
The closed switch	Closes the line for everyone. Every caller hears the closed greeting and is asked to leave a message, and the menu never plays. It stays on until someone turns it off; nothing resets it. A personal line still rings its owner
The holiday list	A date, for every department or for one. On that day the menu still plays, and a caller who picks a department that is on holiday hears the closed greeting and voicemail. A department with no holiday that day answers as usual
A department’s weekly hours	An opening and a closing time per weekday. Outside them, the caller who picks that department hears the closed greeting and voicemail. A weekday with no hours is closed all day

The closed switch is checked before the menu plays; the holiday list and the hours are checked after the caller picks a department. The whole path is on How the phone works.

The departments and their hours

Sales and other matters open at 8 in the morning and close at 5 in the afternoon, Monday to Friday. Support is marked always open, so hours and holidays do not apply to it. Times are Ottawa time, whatever the caller’s own clock says.

Who changes them

A developer changes them in the engine. There is no screen for any of the three: not in the app, not in Zoho. Everyone else can read the departments, their hours and the holidays, and nobody can write them. A change needs no restart and no deploy. The phone re-reads all three every 30 seconds, so a change is live within half a minute.