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Set Flag Step

This article explains the Set Flag Step in IVR and how it allows you to override default call states by assigning custom flags, enabling more accurate call tracking and reporting based on specific scenarios.

🔍 Overview of Set Flag Step

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.