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The "Pause" status can be extended by reasons for the pause causes (Fig. 4). To do this, the lookup "User statuses while exchanging messages" is filled out.
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After switching to the "Pause" status and selecting the reason cause for the break, the indicator of the current status of the agent displays the value "Pause" (Fig. 5) and the system starts the timer for the time spent in it.
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In order to extend the status "Pause" with pause reasons, it is necessary to fill in the "User statuses while exchanging messages" lookup with the required values.
You need to open the "System Designer" (Fig. 8).
Fig. 8. Open System designer
In the system designer, find the "System settings" section (Fig. 9), and open the "Lookups" subsection.
Fig. 9. Lookups subsection
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The directory displays a list of reasons causes for user states (Fig. 11).
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By clicking on the "Add" button, you can add a new reason cause for the state (Fig. 12). You need to fill in the values in the "Name" and "Code (displayed in CTI)" fields, as well as select the state for which the reason cause is added - "Pause".
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To add a reason for a break in the lookup, select "Pause" - "Webitel". |
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