# Set Pause Reasons for Queue Agents

Cloud Voice lets you build a list of named pause reasons for your queues. Instead of simply going idle, agents record *why* they are stepping away from calls, and each reason is tied to a feature code. Once configured, agents can pause with a reason from their phone or from the Cloud Voice App, and queue managers can review both the reason and the elapsed time in call reports.

:::note
You can define up to 20 pause reasons per PBX.
:::

## Set up pause reasons

1. Sign in to the PBX (Private Branch Exchange, your phone system) web portal and go to **Call Features > Queue**.
2. At the top of the page, click **Pause Reason**.

   ![Queue page with the Pause Reason control highlighted at the top](/images/pbx/enter-queue-pause-reason-settings.png)

3. In the dialog that opens, review the reason list and adjust it to fit your team.

   Cloud Voice ships with a set of default reasons, each paired with a feature code. Edit any of these, or add your own.

   ![Default list of pause reasons and their feature codes](/images/pbx/pause-reason-list.png)

   For each row, set the following:

   - **Feature Code**: The code an agent dials to select this reason.
   - **Pause Reason**: A short label describing why the agent is no longer taking calls.

4. Click **Save**.

:::note
Pause reasons are shared across the whole PBX. Every reason you add, edit, or remove applies to all queues at once, not just the one you happen to be viewing.
:::

## How agents pause with a reason

### By feature code

An agent pauses from a queue by dialing three parts in sequence:

*Pause feature code* + *queue number* + *pause reason feature code*

For example, dialing `*076400*03` pauses the agent in queue 6400 with the **Wrap up** reason (here `*07` is the pause feature code and `03` is the reason code).

:::tip
Find your PBX's pause feature code under **Call Features > Feature Code > Queue > Pause/Unpause**.
:::

### From the Cloud Voice App

In the Cloud Voice App, agents click the **Pause** button and pick a reason from the list. This works across the web, desktop, and mobile versions of the app.

**Web**

![Selecting a specific pause reason from the Pause menu in the web app](/images/pbx/agent-switch-to-specific-pause-reason.png)

You can also change pause status from the Cloud Voice App Chrome extension:

![Switching pause status from the browser extension](/images/pbx/switch-agent-pause-status-on-chrome-extension.png)

**Desktop**

![Choosing a pause reason in the desktop app](/images/pbx/agent-switch-to-specific-pause-reason-pc.png)

**Mobile**

![Choosing a pause reason in the mobile app](/images/pbx/switch-agent-pause-status-on-mobile-client.png)

:::note
Pausing with a reason on mobile requires an up-to-date app: Android 4.10.6 or later, iOS 4.10.3 or later.
:::

## How managers pause agents

From the queue panel, a queue manager can move an agent into a paused state and assign a specific reason on the agent's behalf.

![Queue manager setting an agent's pause reason from the queue panel](/images/pbx/manager-switch-agent-to-specific-pause-status.png)