We run an outbound call center, but do have a number of inbound calls come in. We want to use queues to handle the inbound calls, but have some issues to resolve.
Our agents can be logged into only one of a number of inbound queues at a time. When the agent logs in, the queue is determined, and the agent is then logged into the queue.
Since our call center is mainly outbound, I want to only have the agent unpaused between outbound calls, once after call work is performed. So basically I want to toggle pause for the agent. Note that I do not want to use the Wrap Up Time setting. This cannot be an arbitrary value. The queue must be programmatically toggled to paused once they end the previous call, and toggled to unpaused once the agent has finished dispositioning the previous call. This could be 20 seconds or 120 seconds.
So my issue is, how can I suppress the toggle pause voice message, so it does not become extremely annoying to the agents? we are currently running 5.211.65-21.
I tried setting Feature Code Beep Only, but that has no affect. I’d really like to ‘hide’ completely the pause toggle of the queue, so it is invisible to the agent.