> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/building-your-callflow/business-hours-and-holidays.md).

# UCC business hours and holidays

Configure UCC opening hours and holiday closures, and understand how they affect incoming voice calls before a Dialogue Studio flow starts.

Business hours define the normal weekly opening pattern for a contact center. Holidays define one-off closed periods that override the normal schedule.

## Configure business hours

Use business-hours records to define when the contact center is open during a normal week.

| Field    | Use                                                           |
| -------- | ------------------------------------------------------------- |
| `Start`  | Start time in `HH:MM` format                                  |
| `End`    | End time in `HH:MM` format                                    |
| `Day`    | Day of the week                                               |
| `AllDay` | Keeps the contact center open for the full day on that record |

{% hint style="info" %}
If the end time is earlier than or equal to the start time, the source treats the end time as part of the next day.
{% endhint %}

One day can contain multiple open periods, such as a morning block and an afternoon block.

## Configure holidays

Holiday records override the normal business-hours schedule for a specific date and time range.

| Field            | Use                                |
| ---------------- | ---------------------------------- |
| `Holiday`        | Stores the holiday name            |
| `Start datetime` | Start of the closed period         |
| `End datetime`   | End of the closed period           |
| `IVRQuestion`    | Optional holiday-specific IVR item |

If `IVRQuestion` is empty, the normal closed-message branch is used.

## Relationship to endpoints and IVR

These are UCC-level settings, not settings limited to an IVR configured in SharePoint. For normal incoming voice calls, the UCC checks its opening state before starting a Dialogue Studio flow. When the UCC is closed, the call follows UCC closed-state handling instead of reaching the flow.

The [Business Hours and Holidays nodes](/contact-center-configuration/building-your-callflow/via-dialogue-studio/business-hours-and-holidays-nodes.md) evaluate messages within the flow. They do not replace or disable UCC Business Hours or Holidays configured in SharePoint.

* holidays override the normal business-hours schedule
* eligible Connect endpoints marked `Always open` can bypass Business Hours and Holidays; Unify does not use this setting to bypass the incoming-voice opening-hours check
* callers outside normal hours or during holidays follow the contact center's closed-state callflow

### Connect and Unify

**Connect:** A side-entry endpoint with **Always open** enabled can bypass UCC Business Hours and Holidays. This setting does not override `TemporarilyClosed` or overflow checks. Other routing and flow-entry conditions still apply. Configured outside-hours routing can provide separate exceptions.

**Unify:** The endpoint's **Always open** setting does not bypass the incoming-voice opening-hours check. If the UCC is closed, it plays the configured closed message and ends the call before starting Dialogue Studio. Do not rely on this setting to send calls into the flow outside UCC opening hours.

`ForceClosed` can force the contact center into the closed state. Default `False`. When set to `True`, the contact center is treated as closed and this also overrides Connect endpoints that are otherwise marked always open. Use this only for approved operational or automation scenarios.

<details>

<summary>Create, edit, or remove schedule items</summary>

For both business hours and holidays:

1. Open the relevant list.
2. Add a new item or edit an existing one.
3. Enter the schedule values.
4. Save the item.
5. Delete an item if the schedule should no longer apply.

</details>

{% hint style="warning" %}
Business-hours and holiday changes can affect caller treatment immediately. Apply schedule changes carefully during live operations.
{% endhint %}

## Verification

After configuring the schedule:

1. Test one call during open hours.
2. Test one call outside open hours.
3. Test one holiday period if possible.
4. With Connect, test an eligible endpoint marked **Always open** outside UCC opening hours and confirm the intended route, subject to the remaining checks.
5. With Unify, confirm that a call outside UCC opening hours follows closed-state handling even if the endpoint has **Always open** enabled.


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