Set Pause Reasons for Queue Agents

NovoOne allows you to configure pause reasons for queue agents. In doing so, agents can pause receiving queue calls with a selected reason using a feature code or a dedicated button (available only in NovoOne Web Client).

Limitation

Up to 20 pause reasons are supported.

Procedure

  1. Log in to NovoOne Tenant portal, go to Call Features > Queue.
  2. At the top of the list, click Pause Reason.

  3. In the pop-up window, configure the following settings.

    1. Specify feature codes and corresponding pause reasons.
      • Feature Code: Assign a feature code.
        Note: The feature code must start with * or # and end with a number, with a length of 2 - 7 digits.
      • Pause Reason: Enter the reason for pausing receiving calls.
    2. Click Save.

Result

  • The pause reasons are added and synchronized to Call Features > Feature Code > Pause Reason.
  • Agents can pause receiving queue calls with a selected reason using a feature code or a dedicated button in NovoOne Web Client.
    Scenario Instruction
    Pause service with a pause reason using feature code Dial pause_feature_code + queue_number + pause_reason_feature_code.

    For example, dial *076400*01 to pause service in queue 6400 with the reason lunch.

    Note: Pause feature code can be obtained from Call Features > Feature Code > Queues > Pause /Unpause.
    Pause service with a pause reason using dedicated button Access NovoOne Web Client, and perform the following operations.

    1. At the top of the list, click Agent Status.
    2. Click the desired queue, then click Pause and select a pause reason.