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Thirdlane

Active Mode

Active Mode lets you change how inbound calls are handled by turning on a mode - a call-handling state such as Day, Night, Lunch, Holiday, or any custom mode your organization defines. When a mode is active, mode-based rules in your inbound routes take precedence over their normal time-based schedules.

Permanent Mode. The mode that stays in effect until you change it. It overrides time-based schedules. Select Follow Schedule to clear it and let your routes follow their normal schedules again.

Temporary Override. Turn on a mode that ends by itself at a time you choose (in your company timezone) - a convenient way to cover a short period without having to remember to switch back. The system automatically reverts to the permanent mode when the override expires; you can also end it early with Disable Override.

You can set the active mode and temporary override here in the User Portal, and also from the Thirdlane Connect app (including on your phone), if you have permission. There is no feature code to dial.

Best practices

  • Use a Temporary Override for known short closures (a lunch break, a staff meeting) so the system switches back on its own and no one has to remember to restore the day mode.
  • Reserve Permanent Mode for indefinite changes such as an unplanned early close - just remember to set it back to Follow Schedule afterward.
  • Let schedules handle the routine. Day/night switching for normal business hours is best defined once in your inbound routes’ schedules; Active Mode is for exceptions to that routine.