> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/cloud-telefonanlage/en/account-management/channels/servicezeiten-feiertags-und-abwesenheitsprofile-einrichten.md).

# Channels: set up service times, holiday profiles, and absence profiles

{% tabs %}
{% tab title="sipgate classic" %}
In this article you will find information on how to set up the **service times (time filter)**, **holiday and absence profiles (date filter)** you can set up in Channels. During these times, Channels routing is activated; outside working hours, callers hear a corresponding announcement.

{% hint style="info" %}
[This article ](https://help.sipgate.de/hc/de/articles/14288865901853-was-ist-eine-acd-und-wie-richte-ich-ein-call-center-bei-sipgate-ein-)summarizes information on configuring Channels at sipgate and explains how Channels routing works.
{% endhint %}

**Set up service time (time filter)**

In the first step, go to the **account management** on **Channels** and select the desired routing. In the next step, click on **time filter** and then on **Edit times**, to adjust the service times.

![](/files/3dee970ab481433b99d0ecac192c05045901e1ba)

In the graph, you can set the service times by clicking the desired day and moving the blue bar as needed for your working hours. Click the pencil icon to rename your created time profiles. Then click on **Save**.

{% hint style="info" %}
After you have set the service times for a day, you can click the copy icon under that day and transfer these times directly to other days. This enables quick setup of time profiles when your service times repeat.
{% endhint %}

You also have the option, while creating time profiles, to change the view to a **table view**  .

![](/files/d5b144e121626f505b58e92235475df9e7497449)

In the table view, you can easily create time profiles with the button **Add time period** to create them. To adjust the times, click the clock icon and check the corresponding days. To finish, click on **Save**.

After you have added the time profiles, channel routing takes effect during the defined service times. Outside these working hours, callers hear a corresponding announcement.

Finally, you can edit the announcement or set up a forwarding rule by clicking the corresponding tile and **change forwarding** selecting. Here you have the option to choose a standard announcement or upload your own audio file (**up to 10 MB in MP3 format**) or enter a phone number/contact for forwarding.

{% hint style="warning" %}
Forwarding to voicemail is currently not possible in Channels.
{% endhint %}

![](/files/101b9fd96d6f4f6dd0db53377085d116b97c5b72)

**Set up holiday and absence profiles (date filter)**

You can not only set up specific time profiles for your Channels, but also automatic forwarding on holidays and/or during various absences (vacation, company holidays, training). The time-based routing already configured remains in place and is automatically used again after the holiday/absence. With the holiday profile, you can use practical templates for the holidays in your respective federal state to configure routing in advance.

For this, go to the section **date filter** in channel routing.

![](/files/4a51fadeab1162dbd28473a801057ec8839518f1)

In the next step, select the type of absence.

There are already predefined templates for holidays in various federal states. Please select your federal state. In addition, you have the option to select only certain holidays for your channel routing by checking a box.

![](/files/80e12e9d0e7978fac41f77c0a1c83ead7003be38)

Finally, similar to the service times, you can either use a standard announcement, upload a personalized announcement (an MP3 file up to 10 MB), or set up forwarding.

{% hint style="warning" %}
Forwarding to voicemail is currently not possible in Channels.
{% endhint %}

![](/files/825168c5a9d875ee977784aeb32a0d813a16bea8)

At the same place in routing, you can also create the absence profile, for example for your vacation. Give the new profile a name and select a period. You can also enter multiple periods for an absence at the same time.

Finally, here too, specify whether an announcement should be played during the period or the call should be forwarded to a number/contact.

The configured date profiles look like this in channel routing, as shown in the following screenshot, and they can be changed at any time by clicking the respective tile.
{% endtab %}

{% tab title="sipgate neo" %}
With sipgate Neo, as an admin you can specifically control the availability of individual user channels or shared channels. In this article, you will learn how to configure forwarding in case of absence, fixed service times, as well as holiday and absence profiles.

**Forwarding in case of absence in the user channel**

If individual team members are temporarily unavailable, you can set up targeted forwarding in the respective user channel.

1. Log in to the account as an admin.
2. Navigate to the area **user** and select the desired user.
3. Open the section **Routing**.
4. In the last section of routing, define what should happen to calls in case of absence.

You have the following options:

* Forwarding to another user, a shared channel, or an external phone number
* Play an announcement
* Forwarding to voicemail

{% hint style="info" %}
Note: This rule only applies if the user themselves is marked as absent.
{% endhint %}

**Set up service times (time filter) in the shared channel**

In shared channels, fixed availability times can be defined. These so-called time filters control on which weekdays and at what times the channel is reachable.

Here's how to set up the service times:

1. Open the desired shared channel.
2. Select the section **time filter**.
3. Define the desired days and times when calls should be accepted.

Outside the defined times, you can set whether calls **are forwarded**, **sent to voicemail** or **answered with an announcement** be.

{% hint style="info" %}
You can easily copy individual day profiles to other days. In the table view, time periods can also be conveniently added and edited.
{% endhint %}

**Holiday and absence profiles (date filter) in the shared channel**

With date filters, you define special days on which the channel should respond differently -- for example on holidays, during vacation periods, or during an internal event.

Here's how it works:

1. Open the section **date filter** in the routing of the shared channel.
2. Choose whether you want to set up holidays or an individual absence.

Templates for all federal states are available for holidays. You can activate or deactivate individual holidays.

For individual absences:

* Create a new profile named
* Define one or more periods
* Determine whether forwarding, an announcement, or voicemail should be used during this time

After the absence has ended, the regular routing takes effect automatically again.
{% endtab %}
{% endtabs %}


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