Opening Hours are defined to reroute calls within your Workflows according to the hours / time zone at which customers call your service. Their configuration determines the final caller routing experience as follows:

NotesNimbus Configuration UI
  1. The default state in a calendar determines how the service should "react" according to the time it is called.
    (lightbulb) Note that the service itself can still be technically "available", but reacts and rotes caller according to the "Default" stat ein your Opening Hours calendar.
  2. Periods in your calendar override the default status. Whenever no period is defined, the default applies again.
    (lightbulb) Note that a period has no effect if it is not handled in your service's workflow.
  3. Workflows - in particular the "Check Opening Hours" activity.  determines the handling of your calendar periods. (info) Ensure to read the chapter on handling opening hours in workflows.
  4. Service Settings apply the configured calendar. This also allows you to define multiple calendars per service (e.g. Holidays and Service-Specific calendars).

How Opening Hours are handled in Nimbus

Important Learnings

  • Opening Hours just by themselves do not have an effect on your service's presence status. In combination with Workflows - e.g. according to the time zone of the service called by your customers - will callers be routed according to the "Check Opening Hours" Workflow Activity. Even a "Closed" service can be available if your workflow allows so.
  • Nimbus distinguishes by primary and secondary Opening Hours calendars, which must each be applied in your in Service Settings first to take effect. The rules are explained below.

Primary and Secondary Hours

Each team may decide if the opening hours are defined as primary or secondary. This is determined via service-individual Service Settings > "General" Tab.

Ruleset: Primary and Secondary Opening Hours

Opening Hours Period Ruleset:

  1. If at least one defined period is found in the primary opening hours calendar, this period is prioritized.
  2. If there is no period in defined primary calendar, the secondary calendar period is applied.
  3. If no appointment is found in either calendar (with a secondary configured), the "Default" state of the first calendar is used.
  4. The default of the secondary calendar never applies in a two-calendar scenario. If the secondary calendar has no periods defined it is effectively ignored.

(info) Rule of thumb: Primary Defined? >  Secondary Defined? > Both no? > Use Primary Default!

(lightbulb) An example of how this rule is applied can be found below.

Service Settings with applied opening hours. The current applicable status is shown under "Active Opening Hours".

In this example there are  two  calendars defined: one provided the Admin (e.g. Company-Wide special holidays) and one "Service Specific" calendar created by a Team Owner.

(lightbulb) For simplicity we're assuming these calendars operate on a "whole day" basis for one week.

(lightbulb)  Each day will be handled differently to illustrate a case from the rules above.  

The calling customer will experience the service status as follows:

  • On  Monday  the primary calendar has a "holiday"  defined. → The service workflow will react according to the path defined for holidays (usually a closed-announcement), otherwise the default applies (also closed).
  • On  Tuesday  the primary calendar is default "closed", however the secondary has a  special  period defined. → In this case the the secondary calendar takes precedence.
  • On  Wednesday  the primary calendar is default "closed", however the secondary has an "open" period defined. → In this case the secondary calendar "open" period takes precedence.
  • On  Thursday  the primary calendar and secondary calendar have a default status, but no specific periods defined. → The primary default "closed  is used, secondary default gets always ignored.
  • On  Friday  the primary calendar has a special event type defined. → Depending on how the service workflow is configured, it will react to the "special" primary calendar period (e.g. same as Tuesday).

Creating Opening Hours

New Opening Hours can be defined from within Configuration either by Service Owners or Admins.

  1. Within the Nimbus UI, head to Configuration > .Opening Hours vCurrent.
  2. Click on "Add New" → the "Add Opening Hours" view opens.
  3. Specify a Name for your calendar entry.
    (lightbulb) This name will be used to identify the opening hours entry in listings and selections.
  4. Specify an Organization Unit to define where the Calendar will be available.
    (lightbulb) When a Tenant Admin accesses the Config Administration to create an Opening Hours entry a shared calendar can be made available to multiple services.
  5. Specify a "Default" state that applies when no other periods are defined in the calendar.
    (lightbulb) We recommend to leave it at: Closed and work with specific periods to define working hours.

Calendar UI Elements

An Opening Hours calendar consists of the following elements:


Calendar Popup

Allow you to switch between days, switch resolution (day, week, month)  or jump back to present day.

Also contains a calendar view for quick selection.

Calendar Period
(Colored block item)
  • Create a new period by double clicking into the blank calendar space or click "Add Period"
  • You can edit any existing period entry by double clicking it
    → refer to "Add Period" chapter below.
  • Recurring entries are marked with an circular arrow icon at the top left
  • The "x" at the top right deletes entries. → You will be asked to delete series or single periods.

On period types and defaults

(question) Who to handle the different period types? With multiple calendars in place, different types of periods may be overlapping.

Nimbus follows a priority for these periods in determining which state the service may appears. The precedence order is: Special 4 > Special 3 > Special 2 > Special 1 >  Holiday > Closed > Open > Default

(lightbulb) When multiple calendars overlap each other, the primary defined period takes precedence. See → Primary and Secondary hours chapter above.

(lightbulb) Your team's Workflow determines how the calls are handled as per currently valid period type, e.g. by playing an announcement during "Special" opening hours or routing the calls to other services during a holiday.

Show Full Day / Show Business Hours

Allows to expand the default view vertically to a full day's length or just a 8 AM to 8 PM view.

(lightbulb) Default view is "business hours".

Day / Week / Month View

Allows to view periods either on current day, week or a monthly calendar.

(lightbulb) Default view is "week".

Calendar UI Elements

Create / Edit Calendar Period

Note - Before you edit productive calendars:

Please note that - once a calendar is created and in productive use - that any changes to its periods / recurring events will take effect immediately. Make sure to:

  • Check if the calendar is used as "Primary" or "Secondary" in any service's Service Settings.
  • Make edits to productively used calendars outside of normal operation hours.
  • Alternatively: edit a different calendar and switch to it once satisfied.
  1. To define a new time period in your Opening Hours, simply click " Add Period ".
    (lightbulb) Alternatively you can simply double click into the calendar to start creating a new item. The place where you click determines the start time (top row for "all-day" events).
    → A dialogue to configure the new time period opens

    The available fields change based on recurrence and are defined as follows:

    TitleFree Text, no functional effect aside from showing as period title in the Opening Hours calendar.

    Edit Period - Calendar dialogue

    The type of the period which also determines the branching path of your selected Workflow Template

    (info) While editing your Workflow the " Check Opening Hours " step will determine which "type" of period currently applies and branches out accordingly. R efer to the  Check Activities > "Check Opening Hours" chapter.

    Time Zone

    Used to specify a time offset for teams that work in different time zones.

    (lightbulb) When configuring this for a remote team, set it to the time zone where the service team is situated to correctly offset the period.

    All Day

    Toggle which deactivates the time selection.

    (lightbulb) Best used for holidays or extended special opening hours.

    Start / End

    Used to specify the time of a single event. Can also be used to span accross multiple days.


    Used to define recurring events.  (lightbulb) If recurrence is set to "None" the event is one-time only.

    (warning) You may want to leave the "Start" and "End" date parameters as is. Otherwise the events in the series will be treated as a timespan, crossing over from the starting day to the end day in a long block. Especially in recurrence-situations this can cause periods conflicts and potential overlaps.

    An example for extended special opening hours on every other weekend

    (lightbulb) The Opening Hours calendar is default "closed" in this example:

    1. Define Start and End of your opening hours. The typical timespan would be on the same day (e.g. 10:00 to 16:30)
    2. Set the "weekly" Recurrence of your period. In this example we have a "weekly" occurrence for every 2 weeks.
    3. Define the days on which the recurrence applies. 
    4. Result: Our 3-day period on every 2nd weekend.
    Recur every

    (tick) Based on → "Recurrence" setting "Daily",

    Allows to set an interval at which the period should reoccur:

    • "Recur every X days" - allows to set an interval of days (including weekends) on which this should reoccur.
    • "Weekday" - sets the event to reoccur ever business weekday (Mo-Fr) (lightbulb) The "Days" counter will be ignored.
    Repeat On

    (tick) Based on → "Recurrence" setting "Weekly"

    • For Weekly recurrence you can set the weekdays where this period should reoccur.
    End After

    (tick) Based on → "Recurrence" setting with either "End after" or "End by" specified.

  2. Fill in all details as you require for your calendar period 

  3. Create the new entry by pressing " Save & Apply "

Handling your Opening Hours

Workflow Setup

(warning) Important: When using your new or existing opening hours, ensure to handle all exit cases of calendar events (open, closed, special, holiday, default) in your "Check Opening Hours" Workflow Activity

All cases in your activity should be handled

(lightbulb) If no "Check Opening Hours" activity is defined in your workflow, the opening hours will be effectively ignored and your service is always reachable.

Service Settings

For your calendar to take effect you need to assign it on your service General Service Settings >  Opening Hours. → After this assignment the opening hours will take effect immediately. Existing calls will still be handled according to the previous settings.

The "Default" case applies when no Opening Hours are defined

(info) Your currently applicable "Opening hours" are evaluated at the point of an incoming call. As the "Check Opening Hours" Activity is reached, one opening state is returned by Nimbus. It doesn't matter if a Primary, Secondary or no Opening Hours calendar was the source.

This means that ...

  • ... if no Opening Hours were defined in your settings, the default exit in the activity is taken.
  • ... if a particular calendar period is not handled in a workflow (e.g. a "special" period, your calls may get lost.

(lightbulb) As a general rule we recommend to handle all exits on your "Check Opening Hours" activity, even if they all point to an identicial (following) activity.

Consider Impacts: Other Services, Reachability, KPI

(warning) As you make new Opening Hours calendars availabe in your Tenant – e.g. by placing them in high level Organization Units please keep in mind:

  • Every service that that can access an Opening Hours calendar may also apply it in General Service Settings .
  • The Opening Hours feature is primarily used for workflow handling and routing. Opening Hours do not reflect your service's overall presence status or reachability.
  • However, opening hours can still impact your Reporting KPI, as incoming calls could get lost when the calendar periods are not handled by the respective's service workflow.
  • Vice versa - even a "closed" service can still accept calls normally – as long as the workflow routing is set up accordingly. This can even be desirable as you may need to reroute calls to an "out of office hours" backup service.