Routing node - Business Hours
A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. opening hours and flow routing
The Business Hours and Holidays nodes evaluate messages within a Dialogue Studio flow. They do not replace or disable the UCC's Business Hours or Holidays configured in SharePoint.
For normal incoming voice calls, the UCC checks its opening state before starting the flow. When the UCC is closed, the call follows UCC closed-state handling instead of reaching the flow. An in-flow node cannot override this check.
Connect: A side-entry endpoint with Always open enabled can bypass UCC Business Hours and Holidays for incoming voice calls. This endpoint 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 UCC opening-hours check for incoming voice calls. 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.
Introduction
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The Business Hours node routes messages based on time-of-day and day-of-week schedules. Each configured rule produces a separate output port. Add one or more Schedule rules to define the days and time window for that output. An optional Otherwise rule acts as a catch-all fallback for when no schedule rule matches. |
Note
Only one Otherwise rule is allowed per node. If multiple Otherwise rules are added, only the first one will be used.
Configuration
| Setting | Description |
|---|---|
| Timezone | Determines which timezone is used when evaluating the schedule rules. By default UTC is used when left empty. Start typing to filter available timezones via autocomplete, or click the dropdown button to browse all available timezones. |
| Time | The reference time used for evaluating rules. By default the message timestamp is used (Message timestamp). You can also select a time value from a message property or from flow/global context. |
| Business Hours |
The list of rules for this node. Each rule can be one of the following types:
Rules are evaluated from top to bottom. Use the drag handles to reorder them. |
| Stop on first match | When enabled, only the first matching rule produces output and evaluation stops. When disabled, the message is forwarded to every rule that matches, potentially producing output on multiple ports simultaneously. |
Validation
Each Schedule rule must have at least one day of the week selected, and the end time must be strictly after the start time. Invalid rules are highlighted in the editor and will block deployment until corrected. Overnight time spans (e.g. 22:00–02:00) are not supported; use two separate rules instead.
Output
The incoming message is forwarded unchanged to the matching output port(s). If Stop on first match is disabled and multiple schedule rules match, independent copies of the message are sent to each matching port.
Note
If no schedule rule matches and no Otherwise rule is configured, the message is dropped silently.