If you need a break from your work with contacts, you can pause yourself. Pause means that you are neither allocated any contacts from queues nor enquiry calls from colleagues. However, external calls direct to your extension can come through. Pausing when working with dialer campaigns is somewhat special and is described in a separate section.
Pause during call
You can pause yourself while working with a contact. This does not affect your contact in progress, but you will be paused as soon as your contact in progress is ended.
Pause when there is no answer
If you do not answer an incoming call – external, from IVR, or from another agent – you will automatically be paused. This is to prevent more calls being routed to your extension in the event that you have forgotten to pause when temporarily leaving your workplace. You are paused as well if the routing of a call failed. A wrong connection ended directly at the first dialling signal does, however, not cause automatic pausing.
In ACE Agent’s client settings you can configure whether the agent should be turned into ready mode automatically after a certain time or whether you must reactivate your ACE Agent yourself.
Pause after requeing contact
When you have requeued a contact to a queue, you automatically end up in paused status. You get no time in wrap-up as this could mean that you try to change contact data for a contact that another agent is processing, or even has concluded.
Pause with activity
If you want your colleagues to know why and how long you will unavailable for contacts you can, if your ACE is configured for this, enter an Activity specifying
- the reason for your absence, such as lunch, meeting, or vacation,
- the duration, with an estimated time for when you expect to be available for contacts again,
- a free text comment, if needed.
Timed pausing - inactivity logout
If you have been paused longer than a specified maximum time you can be automatically logged out from ACE Agent. The time before the so-called inactivity logout is executed varies depending on your selected activity. Inactivity logout is configured in ACE Admin. Should ACE Agent be shut down due to inactivity you get an information message.