🔧 How-to Guides
📞 Contact Center Guide
📲 Inbound Call Center Guide
📘 Administrator Guide
📈 Enhanced Call Queue Setup
🛠️ Agent Management
🔢 Allow Agents to Manage Their Status by Dialing a Feature Code

🔢 Allow Agents to Manage Their Status by Dialing a Feature Code

The PBX defines feature codes that allow agents to manage their status in a call queue. This topic describes how to allow agents to manage their agent status by dialing a feature code.

Procedure

  1. Log in to PBX web portal, go to Call Features > Feature Code.
  2. Scroll down to the Queue section.
  3. To allow agents to log in or log out of queue via feature code, do as follows:
  • Select the checkbox of Log in/out of queue.

Log in/out of queue

  1. Configure the feature code according to your needs.
  2. To allow agents to pause or unpause service via feature code, do as follows:
  • Select the checkbox of Pause/Unpause.

Pause Reason List

  1. To allow agents to pause with specific reason by dialing the pause reason feature code, do as follows:
  • Optional: Scroll down to the Pause Reason section, and configure reasons for the agent pause and the corresponding feature code.

Pause Reason List

  1. Click Save and Apply.

Result

Agents can manage their status by dialing the corresponding feature codes on their IZT Cloud Voice clients or IP phones.

ScenarioInstruction
Log in to a queueOnly dynamic agents can log in to a queue; static agents are always in the queue.
For example, a dynamic agent dials *7060*6400 to log in to queue 6400.
Log out of a queueOnly dynamic agents can log out of a queue; static agents are always in the queue.
For example, a dynamic agent dials *7060*6400 to log out of queue 6400.
Pause receiving queue callsBoth static agents and dynamic agents can pause receiving queue calls when they are away from the desk. The system will play a prompt to confirm the pause status.
For example, an agent 1000 dials *97*6400 to directly pause calls to queues 6400.
Pause with specific reasonOnly dynamic agents and specific agents can pause calls with a defined reason.
For example, an agent 1000 dials *97*6400*3 to pause calls from queue 6400 for after-call processing.
Unpause receiving callsBoth static agents and dynamic agents can unpause queue calls when they are ready to take calls.
For example, agent 1000 dials *97*6400 to unpause calls from queue 6400.
📋 Allow Agents to View Queue Call Logs on IZT Cloud Voice Clients📞 Allow Agents to Manage Their Status via IP Phones