Understanding Call Flags and Closed Flags

When using VanillaSoft, you might encounter terms like 'Call Flag' and 'Closed Flag,' which are crucial for managing your database. Here's what each means and how they differ:

Call Flag

• If a contact has a Call Flag (also known as "being flagged"):
• The contact is available in the routing queue.
• The contact will only route to the Contact Owner if one is selected.
• If no Contact Owner is selected, the contact will route to anyone available.
• The contact will not route through the queue if it also has a Closed Flag.

Closed Flag

• If a contact has a Closed Flag (also known as "being closed"):
• The contact will not route through the queue.
• The contact cannot be reopened by simply reflagging or resulting.
• To reopen the contact, an Admin must:
  1. Manually uncheck the Closed Flag box on the Contact Information page.
  2. Update the contact by running a query.

In summary, while a Call Flag indicates that a contact is available in the queue and can route to a Contact Owner, a Closed Flag means the contact is closed and will not route through the queue, requiring specific actions by an Admin to reopen it.