How to Set Up Holiday Call Forwarding in AvidTrak
1. This guide provides step-by-step instructions on creating and applying a holiday routing template in AvidTrak to route calls to a specific number during holidays.
This guide shows you how to create a holiday routing template and apply it to an individual AvidTrak tracking number. You will select a holiday, review its date and routing times, and choose the telephone number that should receive calls during that period.
2. Confirm your account time zone. Holiday routing follows the time zone configured in your AvidTrak account. If no time zone has been selected, AvidTrak defaults to Pacific Time. Confirm that your account uses the correct time zone before configuring the holiday schedule.
3. Enable holiday routing for the number. Holiday forwarding is OFF by default. Creating a holiday template alone does not activate it. You must enable Apply Holidays Routing, select the template, and save the settings for the tracking number.
4. Review the holiday schedule. The Holidays Routing screen states that holiday routing overrides normal routing on the holiday and normal routing resumes the next day. Review the holiday date and its Open and Close times so the routing window matches your intended closure.
5. Start with one receiving number. You do not need an advanced routing template for this setup. To use Sequential, Simultaneous, IVR, or Leena later, first create the relevant template or Leena profile in its separate AvidTrak module, then select it as the holiday routing destination.
6. The screenshots use Thanksgiving Holiday 2026 and the receiving number 310-777-1234 as examples. Use your own holiday schedule and destination. This guide covers holiday routing; recurring weekly after-hours routing is configured separately.
7. Sign in to AvidTrak and select Numbers from the left menu, or go to https://passport.avidtrak.com/numbers. Locate the tracking number you want to configure.
8. Click the gear icon beside the tracking number. In this example, the selected tracking number is (800) 619-6944; its normal receiving number is (310) 555-1234.
9. On the Call Routing tab, review the current Receiving Number. You will enter the holiday destination inside the holiday template. Keep the normal receiving number appropriate for regular calls.
10. Select Apply Holidays Routing to reveal the holiday template controls. You will save this change after selecting your template.
11. Open Select Holidays Routing Template, then click Add/Modify. If the list shows No options, create a new template using the steps below.
12. In the Holidays Routing window, enter a descriptive Template Name, such as Thanksgiving Holiday 2026. Use a name that makes the template easy to identify when you apply it to a number.
13. Use + Add a common holiday… to select Thanksgiving (US), as shown. Review the populated Date. The example shows November 26, 2026 and identifies Thanksgiving as the fourth Thursday of November. You can use Add custom holiday for a closure that is not in the common-holiday list.
14. Check the Every year setting and the Open and Close times. The screenshot shows Every year enabled and a time range of 12:00 AM to 11:59 PM. Use the recurrence and times appropriate for your closure. For this basic setup, choose Receiving Number under Routing type.
15. In Destination for this holiday, enter the telephone number that should receive holiday calls. The example uses 310-777-1234; replace it with your own destination.
16. Review the holiday date, recurrence, routing times, and receiving number, then click Save Template. This saves the reusable template; it still needs to be applied to the tracking number.
17. Click Ok on the Success message. Your template now appears in the template list at the bottom of the window.
18. Click the X in the upper-right corner of the Holidays Routing window to return to the tracking number settings.
19. Open Select Holidays Routing Template. Confirm that Apply Holidays Routing is still checked.
20. Choose Thanksgiving Holiday 2026, or the template name you used. Confirm that you have selected the intended holiday schedule for this tracking number.
21. Click Save Settings to apply the selected holiday template to the tracking number. Saving the template and saving the number settings are separate steps.
22. Review the confirmation prompt and click Ok to continue. Click Cancel if you need to return and make a correction.
23. When Settings Updated appears, click OK. The holiday routing settings have now been saved for this tracking number.
24. Click the gear icon again to close the settings panel. You have completed the holiday routing setup for this number.
25. Your selected tracking number is now configured to use the holiday template for its scheduled holiday routing. To apply the same template to another tracking number, open that number’s settings, enable Apply Holidays Routing, select the template, and save the settings.
26. Before the holiday, reopen the settings and confirm the selected template, holiday date, Every year setting, routing times, destination, and account time zone. Place a test call during the configured holiday routing window to verify that the intended receiving number rings. Confirm that normal routing works after the holiday period ends.
27. For recurring holidays, review the template before each holiday to ensure that the scheduled date, timing, and destination still match your business needs.
28. Thank you for using AvidTrak. As a full-service company, we are here to help you configure your call routing. If you have questions or need assistance implementing this guide, please contact support@avidtrak.com.
