Service Flags (Time Based Actions)
Service flags control on/off conditions across the Hosted Voice system. A common example is an office-hours flag that is active during business hours and inactive outside those hours.
Common uses
Service flags can be used to:
- Route after-hours calls to a mailbox or another destination.
- Control when calls are sent to users on apps or mobile devices.
- Add agents to a call queue during busy periods.
- Trigger scheduled announcements, such as break notifications in schools or factories.
Manual and automatic service flags
A manual service flag changes only when an authorised user updates its state.
An automatic service flag follows a schedule. Users with permission can still override it temporarily, but the next scheduled transition will restore the expected state.
Active and inactive logic
For an automatic service flag, the schedule can define when the flag is either active or inactive.
For example, an office-hours schedule can mark the flag as active while the office is open. The same flag can then be used in its inactive state to redirect calls to voicemail after hours.
Use multiple service flags together
Multiple service flags can be used in the same call flow. For example:
- One flag can define normal office hours from 9:00 AM to 5:00 PM.
- Another flag can define public holidays or company closure dates.
Separate routing rules can then respond to each flag. This is useful for businesses with multiple shifts, different operating hours, or separate holiday arrangements.
Changing State
A manual service flag can be changed in several ways:
- Dial the service flag account number from a phone. The system plays a confirmation message and may ask for more information.
- Use a configured button on a VoIP phone. The button can display the current state and dial the service flag number when pressed.
- Change Current State from the service flag account page. This option is available to administrators.
- Change the state from an app, provided the extension has permission to manage the service flag.
Automatic service flags can also be overridden. The override remains in place until the next scheduled transition.
For example, if an office closes early, an authorised user can change the flag immediately. The flag will return to its scheduled state at the next transition.
Creating a Service Flag
Step 1: Go to Call Handling > Service Flags.
Step 2: Select Create Service Flag.
Step 3: Enter an Account Number. This is the internal extension number for the service flag. It must:
- Contain numbers only.
- Be between 3 and 7 digits long.
- Be unique within the account.
Step 4: Enter a Display Name that clearly identifies the purpose of the service flag.
Step 5: Complete the remaining settings and create the service flag.
Managing a Service Flag
Use the following settings to control how the service flag works.
a. Timezone: Select the timezone used by the service flag schedule.
b. Confirmation tone: Choose what the caller hears when the service flag is turned on or off. Available options may include:
- A short beep.
- A message stating that the service is active or inactive.
- A message stating that day or night mode is active.
c. PIN code for changing state: Set a PIN that callers can enter to change the flag state. This is useful when calling from an external number that is not linked to a PBX extension.
d. Mode: Choose how the service flag is controlled:
- Manual: An authorised user must change the flag state.
- Automatic: The flag follows a configured schedule, as shown image below. Authorised users can still override the current state until the next scheduled transition.
e. Activate Flag: Available only in Manual mode. Turn this on to activate the service flag, or leave it off to keep the flag inactive. Any call routing rules linked to this service flag will follow the selected state until it is manually changed.
f. Logic: Choose whether the configured times represent when the flag is active or when it is inactive.
g. When user calls this service flag: Choose whether calling the service flag immediately changes its state or presents more options. The additional options can allow a caller to set the state for the rest of the day.
h. Monday to Sunday: Set the active or inactive times for each day, based on the selected logic.
i. Holidays: Add specific dates or date ranges when the holiday schedule applies.
j. Holiday Times: Set the active or inactive times for the selected holiday dates.
Service Flag Holiday Date Ranges
Service Flag holiday schedules can include a single date or a date range. Date ranges are useful for closures that run across several consecutive days.
Add a holiday date range
Step 1: On the Service Flags Setup page, set Mode to Automatic.
Step 2: Under Holidays, select Add.
Step 3: Select Add Date.
Step 4: Set Type to Date Range.
Step 5: Select the Start Date and End Date.
Step 6: Select Save.
Select Add Date again to include more single dates or date ranges in the same service flag.
Set the holiday times
After adding the holiday dates, configure Holiday Times to define when the service flag applies during those dates.
Step 1: Select Manage beside Holiday Times.
Step 2: Add the required start and end times.
Step 3: Select Save.
Step 4: Select Update at the bottom of the Service Flags Setup page to save all changes.
Requirements
- Use Specific Date for a one-day holiday.
- The end date cannot be earlier than the start date.
- Existing date ranges will appear again when the service flag is reopened.
- At least one Holiday Times interval must be added before the service flag can be updated.