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Thirdlane

Modes and Active Mode

Modes are tenant-level call-handling states that override a route’s normal schedule. They let you quickly change how calls are handled for a period - a meeting, a holiday, a weather closure, or an emergency - without editing your routes. An active mode is matched by mode-based rules in Inbound Call Routes and Routing Conditions, and it takes precedence over time-based schedules.

Defining modes

On the Modes page you define the set of modes your organization uses. Modes are broad and fully custom - they are not limited to “Day” and “Night”. You might define modes such as Day, Night, Lunch, Holiday, Weather, or Emergency.

Each mode has:

  • Mode ID. A unique, lowercase identifier (for example day, night, holiday). Do not use any - it is reserved for the “All-hours (default)” catch-all condition.
  • Mode Name. A friendly name shown when choosing the active mode and when picking a condition in a route (for example “Gone Fishin’”).

Only one mode can be active at a time.

Setting the active mode

The Active Mode page controls which mode (if any) is currently in effect.

Permanent Mode. The default state for your office. The permanent mode stays active until a temporary override is in place, and it overrides all other rules, including time-based schedules. Choose a mode, or select Follow Schedule to clear the permanent mode and let each route’s time-based schedule decide.

Temporary Override. A convenience feature for a status that should end on its own - so you do not have to remember to switch back. You pick a mode and an Expiration Date (interpreted in your company timezone); the system activates that mode now and automatically reverts to the permanent mode at the expiration time. Shortcuts help you pick common expiration times quickly. To end an override early, use Disable Override.

Who can change the mode, and where

The active mode and temporary override can be set by an administrator or by a user who has permission, from:

Modes are changed through these apps - there is no feature code to dial.