BusinessPhone Communication Platform 5.1
Facilities

## ACD-Pause

## Definition

Pause status is the status during which the agent is not available for receiving calls and is not logged off from the system.

## Use

Using the ACD-pause key it is possible for the agent to make a break without logging off. For leaving the pause status, the agent needs only to press the pause key again (toggle function key).

To avoid the misuse of this option, a pause-interval limit has been introduced.The pause-interval limit is programmable per system (not per ACD-group).

## Operation

When an agent needs a break or generally to interrupt the job for a certain time, he can press the pause key without logging off. The lamp of the corresponding key (if any) is on.

During the time the agent is signed passive no ACD-calls will be sent to his extension and a timer counts the time in pause.

When the agent wants to leave the pause status, she/he has to press the pause key again (no PIN and/or agent number required even if those are required for log-on procedure). The pause-key lamp extinguishes.

In case the agent stays in pause longer than the pause time-out limit, she/he will be automatically logged off from the system.

All the pause related information for the agent(s) will be sent to the ACD-MS application for statistics.

It is also possible to execute the pause function via PES.

Note

When the last active agent of the group presses the pause key, all the calls in corresponding queue will be directed to an alternative answering position.

## Capacity

Not applicable.

## Limitation

During ACD-Pause state only non-ACD calls are possible.

## Programming

0301 |  | Function of programmable key

Enter the function code 44

3055 |  | Prog ACD pause key

3710 |  | Pause time

## Equipment

None

Revision: K © Ericsson Enterprise 2003