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.

      

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.