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User Portal Documentation

Active Mode

A mode is a call-handling state for your whole organization, such as Day, Night, Lunch or Holiday. Your administrator can set up the routing of incoming calls so that some rules apply only while a given mode is active, and an active mode takes precedence over the normal time-based schedules. Active Mode lets you switch the organization into a mode - to close early, cover a meeting, or reopen - without changing any routing.

Changing the mode affects how calls to the whole organization are handled, not just your own calls. The screen appears only if your administrator has given you access to it, and the modes in the lists are the ones your administrator has defined.

Permanent Mode

The mode that stays in effect until it is changed. Choose a mode, or Follow Schedule to clear it and let the normal schedules decide, then click Save Permanent Mode.

Temporary Override

A mode that ends by itself, so nobody has to remember to switch back. Choose the mode in Temporary Override, set the end time with Year, Month, Day, Hour and Minute, and click Apply. At that time the permanent mode takes over again. Disable Override ends it early.

The end time is in your organization’s time zone. The screen shows that time zone and how many hours it is ahead of or behind your computer.

You can also change the mode from Thirdlane Connect.

Best practices

  • Use a Temporary Override for a known short closure, such as a staff meeting, so normal routing resumes on its own.
  • Use Permanent Mode for open-ended changes and set it back to Follow Schedule afterwards.