To modify or create new Pause Code, go to Agents > Pause Codes in the telephony Menu.
Both creating new and editing will open a popup screen. There are a few fields to fill in.
Name: This will be the pause code name.
Dial code: This will be the number to activate the pause code when you are in the pause mode selection menu
Announce: This will be the announcement when selecting this pause code. For example, you can create a text to speech file to say (For Toilet break please press 1)
Billable: Check if this pause code is billable when the agent enables this pause code.
Payable: Check if this pause code is payable when the agent enables this pause code.
Enabled: Select if the pause code is enabled.