Break Configuration

Issabel Contact Center has a mode of presence options or breaks to indicate the status of agents and determine when an agent is available or not to make or receive calls. This helps the system decide which agent to assign calls to and track the behavior of the contact center agents.

Accessing breaks configuration

To access the breaks configuration, navigate to: Contact Center → Panel Manager → Settings → presenceOptions. It is also possible to access it via the URL: https://domain_pbx/fop/admin → Settings → presenceOptions. Clicking on this option will display the system's presence options or breaks. Elements can be added, modified, or deleted as needed. Each element consists of a name and a color for identification.

Using breaks

From the agent console, the different presence options or breaks can be viewed in the upper right corner of the screen, where the agent can select an option to indicate their current status.

If there is any incorrect or incomplete information, or additional information needs to be generated, please write to isscc@issabel.com