> 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/via-sharepoint/define-business-hours.md).

# Define UCC business hours in SharePoint

Define UCC-level weekly opening hours in SharePoint, including when Dialogue Studio handles the voice callflow.

Use the SharePoint Business Hours list to define the UCC's weekly opening schedule. These UCC-level settings also apply when Dialogue Studio handles the voice callflow. They are not limited to an IVR configured in SharePoint.

## Before you begin

* Confirm which closed-state behavior the contact center should use outside open hours.
* Confirm whether the deployment also needs holiday-specific closures in addition to the weekly schedule.
* Confirm that the IVR or queue branch used after-hours is already defined.

## What business hours control

Business hours define the normal weekly opening pattern for the contact center.

In the source behavior:

* audio sessions outside open hours follow the closed-state branch
* chat or text sessions can use deployment-specific outside-hours handling
* one day can contain multiple open periods, such as a morning block and an afternoon block

## Configure the schedule entries

For normal incoming voice calls, the UCC checks its opening state before starting Dialogue Studio. If the UCC is closed, the call follows UCC closed-state handling instead. Exceptions depend on the connect model:

* **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. A closed UCC plays the configured closed message and ends the call before starting Dialogue Studio.

The [Business Hours node](/contact-center-configuration/building-your-callflow/via-dialogue-studio/business-hours-and-holidays-nodes.md#business-hours) evaluates schedules only after a message reaches the flow. Adding or configuring the node does not replace or disable the UCC's SharePoint Business Hours.

Use the business-hours settings for the contact center to define the weekly schedule.

| Entry value | Purpose                                                                                     |
| ----------- | ------------------------------------------------------------------------------------------- |
| Start time  | Defines when the opening period begins                                                      |
| End time    | Defines when the opening period ends                                                        |
| Day         | Defines which day of the week the entry applies to                                          |
| All day     | If your deployment exposes it, keeps the contact center open for the full day on that entry |

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

## Keep holiday closures separate

Use business hours for the normal weekly pattern only.

If the contact center needs one-off closures, public-holiday behavior, or a date-specific fallback branch, keep that in the holiday settings used by your deployment instead of overloading the weekly business-hours entries.

## How the schedule affects the callflow

Before go-live, confirm:

* which message or branch callers hear when the contact center is closed
* whether voicemail or another limited fallback path is offered outside open hours
* how chat or text entry paths behave outside open hours in the current deployment
* for Connect, whether an eligible **Always open** endpoint or configured outside-hours routing allows an exception; do not assume the endpoint setting bypasses UCC opening hours with Unify

## Manage business-hours entries

1. Open the business-hours settings used by the contact center.
2. Add a new entry or edit an existing one.
3. Enter the day and time range.
4. Save the entry.
5. Remove the entry if that schedule window should no longer apply.

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

## Verification

1. Test one session during open hours.
2. Test one session outside open hours.
3. Test the current chat or text outside-hours behavior used by the deployment.
4. Confirm the closed-state branch reaches the intended IVR, voicemail, or fallback destination.

## Related topics

Go to **Configure IVR routing for the SharePoint callflow** for the caller-choice and closed-state routing branches that depend on this schedule.

{% content-ref url="/pages/VX7kfkoVLglBFuDA7eBm" %}
[Configure IVR routing for the SharePoint callflow](/contact-center-configuration/building-your-callflow/via-sharepoint/configure-ivr-routing.md)
{% endcontent-ref %}


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