---
title: "How do I close our phones?"
slug: "how-do-i-close-our-phones"
description: "Learn how to close your phones through the Temporary Split node."
updated: 2026-03-07T21:48:10Z
published: 2026-03-07T21:48:10Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How do I close our phones?

Close your IVR to prevent calls from reaching an Inbox when your team is not working due to a holiday, a mid-day emergency team meeting, or events where you need to close your phones.

## Before you close the phones

- The instructions to close the phone apply to 90% of IVRs configured in Gladly. Still, certain configurations may not apply, especially for IVRs not built by Gladly's Professional Services team.
- Test closing your phones before a holiday during non-peak times to ensure it works. Contact Gladly Support if you encounter issues.

> [!CAUTION]
> Don't change the 'Default Next Node' option
> 
> There is no need to change the Default Next Node option if you only intend to turn off the phone. Doing so could undo a section of your IVR.

## How to close the phones

[How to Close Phones/IVR Video](https://fast.wistia.net/embed/iframe/5tgayiahww?web_component=true&seo=false&videoFoam=false)

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. Click **Settings**.
3. Under the **Channels**category, click **Voice**.
4. Find the number you want to close. Under the **Initial** **IVR** column, click the IVR linked to the number.
5. On the Search bar in the top-right corner of the screen, type "Temporary Split," and the icon next to it looks like ![Symbol indicating a split direction, often used in navigation or decision-making contexts.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/split-node-icon.webp). Usually, only one of these nodes is on any IVR, which might also be named "Ad Hoc Close."
  - **Note –** If you're missing the Temporary Split node, click the node before a [Schedule](https://help.gladly.com/docs/what-are-nodes/#schedule) node and [add the Temporary Split node](https://help.gladly.com/docs/add-remove-unlink-nodes-in-existing-ivr/?highlight=add+node#h-add-a-node).
6. Under the **Temporary Split** section of the Temporary Split node settings, select the following information: ![Settings for temporary split in IVR with timezone, duration, and next node options.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Temporary-Split-Node1.webp)
  - **[A] Timezone –**Choose which timezone the node should follow when turning off the phone.
  - **[B] IVR time closure –**Select the duration you want to "close" the phone for (e.g., 30 minutes will close this section of the node for 30 minutes and automatically reopen after 30 minutes).
    - **Tip –** The phone can be closed for as little as 30 minutes to a few hours or indefinitely. Selecting "Indefinitely" requires you to turn on the phones manually.
  - **[C] Next Node –** When the Temporary Split node is "on," this is the node where the call is sent, typically a [Menu](https://help.gladly.com/docs/what-are-nodes/#menu) node that contains your "closed" message.
    - **Tip –** You can update the recording to [update the message](https://help.gladly.com/docs/how-do-i-close-our-phones#update-recording-message) you want Customers to hear while your phone is closed.
7. Click **OK** when you're done to save your changes. At this point, the **Publish** button will turn green, signaling that it detected a change that may need to be saved.
8. Click **Publish** to confirm your changes. ![Interface showing a publish button and a menu for customer VIP settings.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/publish-node.webp)
9. Upon clicking **Publish**, you'll be asked to enter a short description of your changes. Enter a note about "closing" the phone, then click **OK**.
10. Find the Temporary Split node you updated. By looking at the node status, you'll know if the node is active (i.e., actively "closed"). It will show **On.** ![A toggle switch labeled 'On' for temporary split during off hours.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Split-Node-On.webp)
  - If you select a preset time (e.g., 60 minutes), the phones will automatically turn back "on" after 60 minutes.
  - If you choose "Indefinitely," you must manually turn the phone "on" by deleting the time you created.

### Update recording message

The recording Customers hear should depend on the reason the phone is closed, whether you're closed for 30 minutes or more than a few hours.

1. Find the **Next Node** calls are sent if the phone is closed and the Temporary Split node is "On," typically a Menu node. ![Flowchart illustrating the ad hoc close voicemail menu and its options.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/split-node-to-menu-node-1024x406.png)
2. Click the Menu node and find the **Message** section. It may have *Recording* or *Text to Speech* selected in this section. ![Options for recording messages include audio files and text-to-speech features.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/message-node-options.webp)
  - **Recording –**Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/green-play-icon.svg) to hear the message. If it's not the appropriate message for the closure, click **Update Recording** to upload a new message.
  - **Text to Speech –**The message read to Customers is in the **Text** box. Update the text if needed to reflect the reason for the closer.
3. Click **Publish** to confirm your changes. ![Interface showing 'Customer VIP' status and options to publish or start a menu.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/publish_node.webp)

You may need to update the message again if you need to turn off the phones again.

## Turn the phones back on

You can turn your phone back "on" anytime before the node's configured "close time" expires.

1. From the Temporary Split node, click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/trash-icon.svg) under the Temporary Split section.

![Details of a temporary split including active time and next node information.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Delete-time-split-node.webp)

2. This will update the Temporary Split node to show**Off,** which means it's inactive.

![Display showing 'Off' status during temporary split for off hours.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Phone-Disabled.webp)

3. Click **Publish** to confirm your changes.

4. Enter a short description of your changes, then click **OK**.

Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.

- Please select the correct business impact (P1 to P4).
- Most requests should be sent as a P4.