Help center

View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

Pause Codes

Agents - Pause Codes

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.

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