Monitor Specific Pause Status of an Agent by Function Key

A BLF (Busy Lamp Field) function key can track more than call state. By combining the pause and pause-reason feature codes into a single key value, you can see at a glance whether a specific agent is paused for a specific reason. This walkthrough builds those keys for three agents in one queue, and the same key works in the Cloud Voice App or on a provisioned desk phone.

Note

A BLF key normally lights up to show whether an extension is idle, ringing, or on a call. Here you point it at a feature-code string instead, so the light reflects one agent’s pause reason rather than their phone line.

Before you start

Collect the two feature codes you will string together in the key value:

• Pause feature code: found under Call Features > Feature Code > Queue > Pause/Unpause.
• Pause Reason feature code: found under Call Features > Feature Code > Pause Reason.

If you plan to watch the status from a desk phone rather than the Cloud Voice App, the phone must already be onboarded to Cloud Voice through auto provisioning and assigned an extension before you continue.

Caution

An IP (Internet Protocol) phone that is not yet provisioned to Cloud Voice, or that has no extension assigned, cannot receive the function keys. Finish provisioning and extension assignment first, otherwise the push step later will have nothing to configure.

Configure the function keys

For this example, you want to monitor the three built-in pause reasons for agents 1001, 1002, and 1003 in queue 6400. Add the keys to your own extension.

1. Sign in to the PBX (Private Branch Exchange) web portal and open Extension and Trunk > Extension, then edit your extension.

2. Open the Function Keys tab.

3. Add one function key per status you want to watch, using these settings:

   

   • Type: Choose BLF.
   • Value: Enter the combined feature-code string. The pattern is Pause feature code + extension number + * + queue number + pause reason feature code, for example, *071001*6400*01.
   • Label: Optional. A friendly name shown on the key.

4. Click Save.

Tip

Read the example *071001*6400*01 in four parts: *07 is the pause feature code, 1001 is the agent’s extension, 6400 is the queue, and *01 is the pause-reason feature code. Swap in your own values to build each key.

Caution

Each key tracks a single agent-plus-reason combination. Monitoring three agents across three pause reasons means building a separate key for every combination you care about, not one key for all of them.

Tip

Always fill in the Label field. Every key uses the same icons, so a clear label (for example, “1001 - Lunch”) is the only quick way to tell at a glance which agent and reason a key is watching.

Push the keys to a desk phone

Skip this step if you only need the status inside the Cloud Voice App. To send the keys to a provisioned IP phone:

1. Go to Auto Provisioning > Phones and click next to the phone you want to update.
2. Confirm by clicking OK in the dialog that appears.

Note

Re-provisioning pushes the saved key layout down to the physical phone. The Cloud Voice App picks up the keys automatically, so this step is only needed for desk phones.

How to read the status

Once the keys are in place, the indicator reflects the monitored agent in real time.

In the Cloud Voice App

This applies to the Cloud Voice App on the web, the Chrome extension, and the desktop app.

• , The agent is not in the pause status you are watching.
• , The agent is in that pause status.
• , The function key could not be configured.

The same indicator appears across each client surface:

Cloud Voice App (web)	Cloud Voice App (Chrome extension)	Cloud Voice App (desktop)

On a desk phone (BLF LED)

The physical key’s LED (Light Emitting Diode) shows the same three states:

• Solid green: The agent is not in the monitored pause status.
• Flashing red: The agent is in the monitored pause status.
• Off: The BLF key could not be configured.

Note

If a key stays off or shows the failed indicator, recheck the Value string. A wrong feature code, extension, or queue number is the usual cause, followed by re-provisioning the phone.