When would you pause the agent?
Sometimes you want callers to reach a real person, not the AI. Common reasons include: - A busy service period where staff are available to take all calls - Temporary closure where you want calls to go to voicemail or another number - Testing your phone setup without the AI intercepting calls
How to pause
- Go to your desk, then open Call handling and select the Routing tab.
- Find the Pause agent card at the top.
- Toggle the switch to pause. The panel turns amber to confirm the agent is off.
When paused: - If you have a ring-through number configured, all calls forward directly to that number. - If you have no ring-through number, callers hear a brief "not available" message and the call ends.
Resuming the agent
Toggle the same switch back to green. The AI starts answering calls immediately - there is no delay.
Tip: set a ring-through number before pausing
If you pause without a ring-through number, callers get the unavailable message and hang up. Setting a ring-through number (your mobile or office number) means calls go to a real phone instead - much better for your customers.
You can configure the ring-through number in the Ring-through card on the same Routing tab, just below the Pause control.
Related articles
- Holiday mode: closing your line while you're away - Out-of-hours behaviour - Ring-through: let your phone ring first, AI picks up if unanswered - VIP callers: priority treatment for important contacts - Callback requests