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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.

Worked example: close early for a staff meeting, auto-revert after

The office normally follows its business-hours schedule, but today everyone is in a 2-hour meeting and you want callers to hear the closed greeting - then have normal routing resume on its own.

  1. Make sure the mode exists. On the Modes page, confirm you have a mode like Mode ID meeting, Mode Name “In a meeting” (add it once if not).
  2. Reference it in the route. On the main number’s Inbound Call Route, add a rule above the schedule rules: condition = mode meeting -> action tl-voicemail (or an “we are in a meeting” greeting then voicemail). Because an active mode outranks time-based schedules, this rule wins whenever the mode is on.
  3. Activate with a temporary override. On the Active Mode page, set a Temporary Override to meeting with an Expiration two hours out (use a shortcut). Calls immediately follow the meeting rule.
  4. Walk away. At the expiration time the system reverts to the permanent mode automatically - no need to remember to switch back. To resume early, use Disable Override.
  5. Verify. Call the main number during the override and confirm you hear the meeting treatment; anyone with permission can do steps 3-4 from the User Portal or Thirdlane Connect on their phone.

Use Permanent Mode instead of a temporary override for open-ended states (a multi-day holiday closure), and switch it back to Follow Schedule when you want time-based routing to take over again.