Callflows. Call Center Actions. Agent Pause and Agent Resume

Modified on Wed, Jul 5, 2023 at 1:11 PM

Description: This is how the Agent Pause and Agent Resume Action work and how they can be integrated into call flows.

The Agent Pause Action and the Agent Resume Action should be considered together as they function as a pair

A typical use case for employing both of these actions is to provide a short break for an agent who is assisting a caller in finding a solution to their query. During this time, the caller is put on hold, while the agent gathers the necessary information. Once the agent has the required information, they resume the conversation with the caller. 

This scenario will serve as an illustration of a call flow that we will be creating in this article.

After creating a new call flow, completing the Main Callflow Block with essential information, and assigning a Device to the configured call flow, you can implement an Agent Pause to the configured call flow. The Agent Pause Block is located within the Call Center group of Actions in the Catalog of Actions on the Callflow Configurator's right-hand side.

By using the drag-and-drop technique, you can transfer the Agent Pause Block from the Catalog and integrate them into several places of the Callflow diagram.

When you drop the Agent Pause Block onto the Callflow diagram, a pop-up window will appear displaying the various parameters of the Block that need to be configured.

Two parameters need to be configured in that section:

Pause Duration: here you can establish the duration of the pause. The default duration for the pause is 900 seconds.

Presence ID: it is the extension number of the configured device that is transmitted by the system as a BLF update signal.

BLF stands for Busy Lamp Field. It is a feature commonly used in phone systems that allows a user to see the real-time status of another user's extension. The status can include whether the extension is in use, ringing, or idle. The feature is usually indicated by a light or icon on the phone, hence the name "lamp". This feature is particularly useful in office settings where multiple users share the same phone system and need to know the availability of their colleagues before transferring a call.

After creating an Agent Pause, you can implement the Play Media Action to the configured call flow. The Play Media Block is located within the Basic group of Actions in the Catalog of Actions on the Callflow Configurator's right-hand side.

The implementation and configuration of the Play Media Action will not be our main focus in this article. However, if you wish to explore the configuration of the Play Media Action, you may refer to this link.

After the Play Media Block is added to the configured call flow, you can implement the Agent Resume Action to the configured call flow. The Agent Resume Block is located within the Call Center group of Actions in the Catalog of Actions on the Callflow Configurator's right-hand side.

When you drop the Agent Resume Block onto the Callflow diagram, a pop-up window will appear displaying the various parameters of the Block that need to be configured.

One parameter needs to be configured in that section:

Presence ID: it is the extension number of the configured device that is transmitted by the system as a BLF update signal.

A properly configured Agent Pause and Agent Resume Blocks integrated into a call flow will be displayed as follows.

Within the Agent Pause Block, you will be able to see the Pause Duration and ID Presence values, while in the Agent Resume Block, there is only its ID Presence value.

Once changes in the Callflow diagram have been made, the "Save" button will become active, and clicking on it will open a drop-down menu with three saving options.

Save Changes: by clicking this button, you will easily save all of the changes you have made.
Save and Duplicate: clicking on this button will save all modifications made to the current call flow and create a new call flow that duplicates the original. The name of the duplicated call flow will include the name of the original call flow, followed by the word "copy".

The main Block of the duplicated call flow, which displays the extension and phone numbers in the original call flow, will be left blank.

Save and Create: clicking on this button will save all modifications made to the current call flow and create a new empty call flow.
Cancel: clicking on this button will cancel any modifications made to the call flow. If changes have been made, the system will prompt you to confirm the cancellation of those changes.