IVR: Set Flag Step

IVR: Set Flag Step

🔍 Overview

The Set Flag Step assigns a custom state to a call, overriding the default call state based on the configured flag. This helps with tailored call tracking and reporting.

Example: Change the state of unanswered calls from "abandoned" to "serviced" for specific scenarios.

📥 Default Inbound Call States

  • Serviced: Calls successfully answered by an agent.

  • Out of Hours: Calls received outside the account’s or IVR’s configured working hours.

  • Dropped: Calls where the caller hung up while in the IVR, before reaching an agent.

  • Abandoned: Calls where the caller hung up after being routed to an agent but before the agent answered, or calls that timed out due to no response from an agent.

  • Blocked: Calls from blacklisted numbers.

⚙️ Configuration

Flags

  • Flag Input: Enter the custom flag to tag the call (e.g., "serviced").

    • Example: Set flag = "serviced" to mark unanswered calls as serviced for reporting purposes.

  • Requirements:

    • Use lowercase characters only.

    • Use call status in English only and don’t use the Arabic ones.

    • Ensure correct spelling in the text box.

    • Match the flag to the IVR flow’s intended state, as it overrides the default state.

⏭️ Next Steps

  • After Setting the Flag: Specify the next IVR step to trigger after the flag is applied.

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