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Queues and Service Flags


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It seems the service flag is processed regardless of status?  i.e. I have a Queue that I set a night mode on when the service flag is active.  However it follows the night mode regardless of whether the flag is set or not.

The only way I can get it to work at the moment is to have a service flag set on an AA with no message and immediate divert to the queue.

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  • 2 months later...

seems to be set the wrong way around? 

I have a SF I want to set as a night switch.  Within the queue settings, if I set redirection as 'When Service Flag is active' in the queue but SF is set to CLEAR it follows the route as if it is active (SET). And goes to voicemail (my night route).

And if I make the SF active (SET) then it follows the queue call flow and rings agents.  If I set the redirection to 'When Service Flag is inactive' the opposite happens.

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