Call Queues
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      What does it mean when a call queue agent is On Break? - Copied

      This behavior is triggered based on a setting in the Extensions > Call Queue > Agent Settings:

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      If an agent fails to answer more than the Max No Answer the agent is automatically put into a status of being On Break and the system will stop sending calls to that agent. 

      When the agent is ready to log back into the queue they can join the queue again by clicking Login on the Queue Dashboard or by pressing *10 on their phone to join the queue again. 

      View Call Queue FAQs here