> ## Documentation Index
> Fetch the complete documentation index at: https://docs.comforthub.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Opening hours and holidays

> The three settings that decide whether a caller reaches a queue or the closed greeting, and who changes them

export const Touches = ({systems}) => <p>
    <strong>Systems involved:</strong>{" "}
    {systems.split(",").map((s, i) => <span key={s}>
        {i > 0 ? " · " : ""}
        <a href={"/systems/" + s.trim()}>{s.trim().replace(/-/g, " ")}</a>
      </span>)}
  </p>;

<Touches systems="twilio, supabase-backend" />

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](/handbook/phone/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.

## Related

* [How the phone works](/handbook/phone/how-the-phone-works)
* [How extensions and personal lines work](/handbook/phone/reach-an-agent-by-extension)
* [Twilio](/systems/twilio)