Configure Client Holiday Schedules in 3CX

Learn how to access client environments, add office holidays, and configure holiday call handling rules within the 3CX administrator console.

May 22, 2026 By Chris

This guide demonstrates how to configure an office holiday schedule for a client in 3CX and adjust their call handling rules accordingly. Establishing these schedules ensures that inbound phone traffic is properly routed to an answering service, message, or digital receptionist when a client's business is closed for a public holiday.

This procedure applies to MSP technicians and voice engineers responsible for managing and provisioning client phone systems. It should be performed whenever a client submits an operational holiday schedule request.

Locate 3CX Credentials in IT Glue

Start by locating the specific client's portal URL and credentials inside IT Glue so you can log into their 3CX instance.

Step #1: Click Organizations in the main IT Glue navigation. — Click **Organizations** in the main IT Glue navigation.

Type the client's name into the search bar to locate their environment.

Step #3: Select the appropriate organization record from the search results. — Select the appropriate organization record from the search results.

Step #4: Click Passwords in the organization's left sidebar. — Click **Passwords** in the organization's left sidebar.

Step #5: Select the Voice folder to filter the password list. — Select the **Voice** folder to filter the password list.

Step #6: Select the 3CX password entry. — Select the **3CX** password entry.

Step #7: Copy the 3CX login URL and open it in a new browser tab. — Copy the 3CX login URL and open it in a new browser tab.

Step #8: Copy the username from the IT Glue record. — Copy the username from the IT Glue record.

Step #9: Paste the username into the 3CX login portal. — Paste the username into the 3CX login portal.

Step #10: Copy the password from the IT Glue record. — Copy the password from the IT Glue record.

Paste the password into 3CX and press Enter to log in.

Add an Office Holiday in 3CX

Once logged into 3CX, configure the dates and times for the requested holiday.

Step #12: Click the Admin icon on the left sidebar. — Click the **Admin** icon on the left sidebar.

Step #13: Navigate to the Office Hours section. — Navigate to the **Office Hours** section.

Step #14: Select the Office Holidays tab. — Select the **Office Holidays** tab.

Step #15: Click + Add to create a new holiday schedule. — Click **+ Add** to create a new holiday schedule.

Enter the name of the holiday in the provided field.

Step #17: Select whether the holiday represents a Single day or a Range of days. — Select whether the holiday represents a **Single day** or a **Range of days**.

Configure the exact start and end times for the holiday period.

Always match the holiday hours to the specific department's business hours. Do not configure holiday blocks outside of their actual operating hours. If the client has multiple departments (e.g., Billing and Nursing) that follow different schedules, you must create and apply the holiday schedule individually for each department.

Step #19: Select an existing holiday prompt from the list, if requested by the client. — Select an existing holiday prompt from the list, if requested by the client.

Step #20: Click Save to finalize the holiday schedule. — Click **Save** to finalize the holiday schedule.

Update Holiday Call Handling Rules

After creating the holiday, determine how inbound calls are treated while the office is closed. Common holiday routing options include:

Routing Method	When to use	Configuration
Forward to outside number	When calls should go to an external answering service or an on-call nurse hotline.	Input the destination phone number directly into the routing field.
Play announcement	When the office is entirely closed and no calls are taken, but a courtesy message is requested.	Check the Play Announcement option and select an audio file.
Digital Receptionist	When callers still need an interactive menu during the closure.	Map the routing to a Digital Receptionist extension and assign keypad actions.

Step #21: Click Call Handling in the left navigation menu. — Click **Call Handling** in the left navigation menu.

Step #22: Select the target Group Ring Policy from the extension list. — Select the target **Group Ring Policy** from the extension list.

Step #23: In the When on holiday route to section, define where the call should be forwarded. — In the **When on holiday route to** section, define where the call should be forwarded.

Step #24: To play a closing message before disconnecting, check the Play Announcement option and upload the required file. — To play a closing message before disconnecting, check the **Play Announcement** option and upload the required file.

Step #25: Click Save at the top of the screen to apply your routing changes. — Click **Save** at the top of the screen to apply your routing changes.

Digital Receptionist Prompts (Optional)

If the client's holiday routing relies on an interactive menu rather than a simple forwarding rule, configure the Digital Receptionist.

Step #26: Click + Add Digital Receptionist or select an existing one dedicated to holidays. — Click **+ Add Digital Receptionist** or select an existing one dedicated to holidays.

Step #27: Open the Prompt dropdown and select the requested greeting file. — Open the **Prompt** dropdown and select the requested greeting file.

Step #28: Map caller key presses to their designated routing actions (e.g., forward, transfer, or end call) and save. — Map caller key presses to their designated routing actions (e.g., forward, transfer, or end call) and save.

FAQ

Q: Should we automatically assign a holiday announcement to a client?

A: No. You should only assign and upload a custom holiday announcement if the client explicitly requests one.

Q: What audio file format is required for 3CX announcements?

A: All announcement audio files uploaded to 3CX must strictly be in the .wav format.

Q: What if the client's departments have different operating hours?

A: You must create and adjust the holiday schedules specifically for each department to ensure the system accurately matches their respective open and closed hours.

Glossary

Term	Definition
3CX	A software-based private branch exchange (PBX) based on the SIP standard used for business voice communications.
Digital Receptionist	An automated attendant (IVR) that answers inbound calls and provides callers with an interactive menu of options.
Group Ring Policy	A routing rule configuration that determines how incoming calls are distributed or handled for a designated group of extensions.