> 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 business hours, holiday, and absence profiles

{% tabs %}
{% tab title="sipgate classic" %}
In this article you will find information on how to **Service times (time filter)**, **Holiday and absence profiles (date filter)** set up in the channels. During these times, channel 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 channel routing works.
{% endhint %}

**Set up service times (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 define 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 below that day and transfer these times directly to other days. This allows time profiles to be set up quickly when your service times repeat.
{% endhint %}

You also have the option, while creating time profiles, to switch 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 tick the corresponding days. Finally, click on **Save**.

After you have added the time profiles, channel routing applies during the defined service times. Outside these working hours, callers are played 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 of choosing a default announcement or uploading your own audio file (**up to 10 MB in MP3 format**) or specifying a phone number/contact for forwarding.

{% hint style="warning" %}
Forwarding to voicemail is currently not possible for 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 public holidays and/or during various absences (vacation, company holidays, training sessions). The time-based routing already configured is retained and 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.

To do this, go to the section **Date filter** in channel routing.

![](/files/4a51fadeab1162dbd28473a801057ec8839518f1)

In the next step, choose the type of absence.

There are already predefined templates for public holidays in various federal states. Please select your federal state. In addition, you can choose only specific public holidays for your channel routing by checking the box.

![](/files/80e12e9d0e7978fac41f77c0a1c83ead7003be38)

Finally, similar to service times, you can either use a default 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 for channels.
{% endhint %}

![](/files/825168c5a9d875ee977784aeb32a0d813a16bea8)

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

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

The configured date profiles look in channel routing like 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 during absences, fixed service times, and holiday and absence profiles.

**Forwarding during 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, you define what should happen to calls during absences.

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 determine on which days of the week and at what times the channel is reachable.

Here's how to set up service times:

1. Open the desired shared channel.
2. Select the section **Time filter**.
3. Set 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** are.

{% hint style="info" %}
You can easily copy individual day profiles to other days. In the table view, 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 public holidays, during vacation periods, or during an internal event.

How it works:

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

Templates are available for public holidays for all federal states. 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 ends, the regular routing automatically applies again.
{% endtab %}
{% endtabs %}


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