⏸️ Set Pause Reasons for Queue Agents

IZT Cloud Voice allows you to set specific reasons for agents to pause their status in a queue. Agents can pause with reasons by feature code, or by dedicated button on their IZT Cloud Voice Clients. Queue managers can track the pause reasons and duration of agents in call reports.

Limitation

IZT Cloud Voice supports up to 20 pause reasons.

Procedure

Log in to the PBX web portal, go to Call Features > Queue.
On the top of the queue list, click Pause Reason.
In the pop-up window, complete the following settings:

Enter Queue Pause Reason Settings

a. Specify pause reasons and the corresponding feature codes. b. Click Save.

IZT Cloud Voice provides the following default pause reasons and corresponding feature codes. You can modify them or add new ones as needed.

Pause Reason List

Agents can pause using the specified feature code on Call Features > Queue > Pause/Unpause. For example, an agent dials *7060*6003 to pause for Wrap up task reason.
By Dedicated Button on IZT Cloud Voice Clients:

Users can set or change their pause status using a dedicated button for the pause reason on their IZT Cloud Voice Clients:

Agent Switch to Specific Pause Reason PC Switch Agent Pause Status on IZT Cloud Voice Clients Switch Agent Pause Status on Mobile Client

Managers can switch agents’ pause status to a specific reason from the queue panel:

Manager Switch Agent Pause Status

Result

The pause reasons are available for all queues in the PBX.
Queue agents can pause using feature code, or by dedicated buttons on IZT Cloud Voice Clients.

Additional Information

Queue agents can dial the Pause Feature Code + Queue Number + Pause Reason Feature Code to pause for a corresponding reason.

For more detailed instructions, see the Queue Management Guide (opens in a new tab).

⭐ Set a Priority for a Call Queue 🔍 Monitor Specific Pause Status of an Agent by Function Key