With V70 of the Vodia PBX, organizations can create and manage specific service flags to control how calls are routed, how users are reached, and how communication workflows behave throughout the day.

Service flags make it possible to automate binary decisions within the PBX, such as determining business hours, redirecting calls after hours, activating queue agents during peak periods, or triggering announcements and workflows based on schedules, events, or external calendars.

Service flags

There are many instances within a PBX where binary (on/off) decisions must be made, and service flags are designed for exactly this purpose. A service flag is typically “on” during business hours and “off” outside them. 

Service flags can be automatic or manual. With automatic service flags, the phone system automatically changes the state of service flags based on pre-selected times, though users can override them manually. Manual service flags only change when a user explicitly initiates the change. 

How service flags are used

Some examples of service flag use include:  

• Adding agents to call queues during peak hours
• Determining when to call users on apps
• Routing calls outside of business hours to a mailbox
• Triggering announcements, particularly in factories or schools using speakers for break announcements
• Using external calendars

Automatic service flags

Automatic service flags can be positive or negative depending on how the time definition is configured (active or inactive). For example, when setting up a service flag to define office hours, the time settings may define when the office is open. 

In most cases, both the state and the negated state of the flags can be used for routing decisions. With regard to office hours, a service flag might be used in its regular, active state to define when a mobile number is included in extension calls; in its negated state, the service flag can define the diversion of incoming calls to a mailbox.

Chaining service flags

There are numerous cases where service flags can be chained.  One service flag might define weekly office hours from 9 a.m. to 5 p.m., while another flag might define a company holiday as December 25 and December 26. 

When redirecting calls, one redirection rule can handle office hours, while another handles holidays. These redirection rules provide additional flexibility when there are multiple working hour definitions, such as morning and evening shifts or regular and emergency staff holidays.

Service flags for external calendars

V70 service flags can also use external calendars, such as Google Calendar. With complex scheduling requirements, it can be easier to maintain a calendar by using an external calendar tool or a public calendar managed by another organization.

Events

With V70, users can now configure specific events for service flags - the system enables the creation of both individual and multiple event entries. If the event is a single occurrence without a defined beginning or end, users can define a time interval that starts at a designated time and ends shortly afterward. 

Documentation

Learn more about configuring service flags in V70 of the Vodia PBX in the official service flags documentation.

We believe a powerful, precise cloud communication platform is the foundation of any successful organization. To find out more about how V70 can improve call routing, automation, and business communication workflows, get in touch with us at sales@vodia.com or +1 (617) 861-3490.