ToolBox -

Service Flags

Service flags give companies professional methods for handling callers who call after normal business hours. These options include:

  • Night service, which redirects callers to the extension or phone number of the person covering the business during closed hours
  • Voicemail, which allows the customer to leave a message and the company to respond as necessary
  • A recording of important information (e.g., hours of operation, directions, contact information).

Service flags have a wide range of features and have two modes: automatic and manual.

Creating a Service Flag

    • Go to your selected domain in the web interface.

  • Go to service flags by clicking on Service Flags under Accounts as shown above.
  • On top, click the tab Create to create a new service flag.
  • In the Account Name field, enter an extension number and/or alias, i.e., a DID number. When entering an alias in addition to an extension number, use the following syntax: 667/9781234567.
    Note: If you use a space instead of a slash (667 9781234567), you will create two separate accounts that will be unrelated to each other.
  • To create multiple accounts at the same time, use a space between the numbers: 667 668 669
  • Press Create.
  • The service flag(s) will be created which you can see in the “service flag list” or in “all accounts list”, where you can enter each service flag just by clicking it, in order to modify it if you want, as explained below.

Configuring a Service Flag

Once you’ve created a service flag, use the following information to configure it.

  • Go to your selected domain in the web interface.
  • Go to Service Flags.
  • Click on any service flag from the list that you want to change.
  • Here you can configure the settings. You can also go back to the list of Service Flags, if you want, by clicking on the Listtab above.

Explanation and Use of Some of the Settings

Identity

Account Number(s): This field takes extension number(s) and/or DID number(s). The number of DIDs that can be entered into this field is unlimited.

Description

  • Mode: The service flag can be controlled either manually or automatically.
— Manual: Three methods are available for activating/deactivating a manual service flag: Dialing the service flag account number from the phone, configuring a service flag button, and using the Current State setting from the service flag account page.
— Day/Night: A day/night service flag is controlled automatically according to a set schedule. When creating your schedule, use the following guidelines (a sample schedule is shown below the table):
Topic Description
Format You can use either of the following formats; however, both formats require start and end times (e.g., HH:MM-HH:MM):

  • 24-hour format (e.g., 21:00 for 9:00 p.m.)
  • English AM/PM style (e.g., 9:00P for 9:00 p.m.)
Multiple time segments To specify more than one time segment, use a space between the two segments:

  • 9:00-12:00 1:00P-7:00P
Holidays To specify the days on which you do not want the schedule to be activated, such as a holiday or any other day, use the holiday field:

  • To specify one day, use the MM/DD format (e.g., 11/24 for November 24).
  • To specify two days, use the MM/DD format with a space between the days (e.g., 12/24 12/25 for December 24 and 25).
Noon time To specify time during the noon hour (between 12:00 and 1:00 p.m.), you can use 12:00, 12:00P, or 12:00PM. All are treated as day time 12 o’clock.
Midnight To specify midnight, use either 00:00 or 24:00, depending on the start and end times.

  • To start a time period at midnight, use 00:00 (e.g., 00:00-08:00).
  • To end the time at midnight, use 24:00 (16:00-24:00).

Important: The day/night service flag will be active during the time outside the hours that are set in the service flag. For example, if the service flag is set to 09:00A-5:00P, the status of the service flag will show Set for all times after 5:00 p.m. and before 9:00 a.m. If night service is being used, calls will be routed to the indicated extension.

  • Display Name: This setting allows you to enter a small description of the service flag to distinguish it from other service flags:
  • Current State: This setting is reserved for the manual mode only. Choose Set to activate the service flag and Clear to deactivate it.
  • Confirmation Tone: Choose the confirmation sound you would like to hear upon turning the service flag on or off.
—Beep tone: The system will play a short beep to indicate that the service flag has been set or cleared.
—Service active/inactive
—Day/night
  • Extensions that may change status: Enter the extensions that are permitted to change the service flag. An asterisk indicates that all users are permitted to change the status.
  • Permissions to monitor this account: Enter the extensions that are permitted to monitor the service flag.

Linking a Service Flag to an Account

Once you have created a service flag, it can be used to redirect callers to a night service number or to an account that will just play a message (e.g., a night message indicating that you are closed).

Night Service

To redirect callers to a night service number, use the Service Flag settings from within the account (e.g., auto attendants, hunt groups, agent groups, and dial plans). In the example shown below, callers will be redirected to extension 501 during active service flag hours (external numbers are also permitted). Note: The same service flag can be used with multiple accounts at the same time.

You can use service flags to forward callers to multiple destinations depending on the time of day (i.e., different destinations for different shifts):

Message Only

To redirect callers to a night message, use the IVR link from the auto attendant account. From this link, you can provide callers with a single message or multiple messages. Create the necessary service flags, then record the required greetings for each of the service flags using the *98 star code. The audio files are listed under Current File: