I am trying to figure out a way to allow agents to pause from their multiple queues (all at once) more seamlessly when they are in an environment of back to back calls. Ideally they would avoid having to do anything that would interrupt the call they were presently taking.
I had this idea that maybe I could program one of their soft buttons with a URL that fires the pause command for the agent via ARI CLI or something of the like. The agent could push the soft button, their status would be changed to paused. Then when the current call was over, they would essentially be paused from queue (no additional queue calls until they unpause).
Anyone have any experience doing something like that, or any ideas on what the approach should be?
Thanks in advance for any feedback!