Some Problems With PAUSE button

Agent will back to RESUME suddenly Agent pressed PAUSE button fo r any reason to not accept any more call. But after sometime the system resume the agent au...

Mostafaie · 2020-04-21T15:28:19+00:00

Agent will back to RESUME suddenly Agent pressed PAUSE button fo r any reason to not accept any more call. But after sometime the system resume the agent au...

Some Problems With PAUSE button

Mostafaie

Agent will back to RESUME suddenly
Agent pressed PAUSE button fo r any reason to not accept any more call. But after sometime the system resume the agent automatically without any reason and I am sure that was not happened by supervisor.
This is not the action which is expecting Am I right?
Very hard to press PAUSE after calls when the queue is busy by callers
I define ACW time to 20 Sec, after any call agent will go to ACW PASUE for 20 sec and this is normal action.
But when Calls in the queue are much, Agents can not press PAUSE button , whenever they want to do it another call accepted by the system and agents have no time to press PAUSE.

Do I have to configure any parameters to solve this problem or this is an issue?

psychodoom

1) This happens because the "auto-unpause" parameter was configured with any value. If you want to agents don't back to RESUME after some seconds, you must to se the "auto-unpause" group parameter to '0'.

2) You must to set the "wrapuptime" parameter in the inbound camp configuration wizard.

Regards!