Holiday Prompt not kicking in V18

[K95-]

For all of our instances that have been upgraded to V18 we noticed that after setting up a holiday schedule with a specific prompt, rather than playing the prompt the inbound rules just follow the OOH routing. To get around this we need to go into specific inbound rules and enable "Play holiday prompt when it's a global holiday", then the custom prompt plays. No specific hours are set up on these inbound rules.

Whereas with any of our instances still on V16 - this isn't necessary. The holiday hours ensure that the custom prompt is played.

Is this an intended feature or has anyone else noticed this?

 

[NickD_3CX]

In the Inbound Rules, this is what the "Play holiday prompt when it's a global holiday" is intended to do, if the currentday/time when a call comes in is set as a Global Holiday, it will trigger the prompt you have set for that Global Holiday.

If this option is unchecked, you are telling the system to always route based on Office Hours, regardless if it's a holiday.

If I understand your setup correctly, yes, what you are getting is the expected behavior in your case.