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

Cloud Voice ships with a set of queue feature codes that let agents change their own availability without opening an app. A feature code is a short dial string (for example, `*7` followed by a queue number) that tells the system to run an action instead of placing a call. Once you turn these codes on, an agent can join or leave a queue, or step away from calls, simply by dialing the code. This page shows you how to enable and customize those codes.

## Enable the queue feature codes

1. Sign in to the Cloud Voice management portal and go to **Call Features > Feature Code**.
2. Find the **Queue** section further down the page.
3. To let agents join and leave queues by dialing a code:
   1. Tick the **Log in/Log out** checkbox.
   2. Optionally, edit the feature code to match your dial-plan preferences.
4. To let agents step away from and return to queue calls by dialing a code:
   1. Tick the **Pause/Unpause** checkbox.
   2. Optionally, edit the feature code to match your dial-plan preferences.
   3. Optionally, open the **Pause Reason** section and define the reasons an agent can pause for, each with its own feature code. Agents can then pause for a specific reason by dialing the matching pause reason code.

      ![Pause Reason settings listing each reason alongside its feature code](/images/pbx/pause-reason-feature-code.png)

:::tip
If you change any default feature code, keep it short and make sure it does not clash with an existing extension number or another feature code. A collision can make the dial route to the wrong place or fail.
:::

5. Click **Save**, then **Apply**.

:::caution
Your changes are not live until you click **Apply**. If you only click **Save**, the new codes are stored but agents cannot use them yet.
:::

## How agents use the codes

After the codes are active, agents dial them from either the Cloud Voice App or a desk phone (IP phone) to change their status. In the examples below, `6400` is the queue extension and `1000` is the agent's extension.

| Action | How it works |
| --- | --- |
| Log in to a queue | Only dynamic agents log in; static agents are permanently assigned to the queue. Example: a dynamic agent dials `*76400` to join queue 6400. |
| Log out of a queue | Only dynamic agents log out; static agents remain in the queue at all times. Example: dynamic agent 1000 dials `*76400` to leave queue 6400. |
| Pause queue calls | Both static and dynamic agents can pause when they step away. Cloud Voice stops routing queue calls to any agent in the Paused state. Dial `*076400` to pause queue 6400 with no reason, or add a reason code such as `*076400*03` to pause for after-call work. |
| Unpause queue calls | Both static and dynamic agents can resume when they are ready for calls again. Example: agent 1000 dials `*076400` to unpause queue 6400. |

:::note
The **Log in/Log out** setting is a single toggle code, so the log in and log out examples use the same code (`*76400`): dialing it once joins the queue, dialing it again leaves. Because static agents belong to a queue continuously, these codes apply only to dynamic agents. Pausing and unpausing work for both agent types.
:::

:::note
A pause reason code is built from the pause code, the queue number, then `*` and the reason number you defined in the **Pause Reason** section. In `*076400*03`, `03` is the after-call reason for queue `6400`.
:::