Pause before the next call

Inbound campaigns · practice · 12 min full read

Skill Transfer has Pause Before Transfer, in seconds, on the General tab. The default is 0. A value above 0 waits that long after an agent is selected before the call is delivered, so a queue does not slap the next call down instantly.

• Set pause on purpose
• Do not expect it in the hold column

The community article says those seconds do not show as On Hold in a report. On Plus applications the caller can sit in a Connecting state. Setting the pause to 0 removes that connecting bar. Do not 'fix' a report by deleting the pause if agents asked for the breath.

A breath for the agent, not an On Hold statistic.

Set a breath

Choose a pause for a team that takes calls with no gap.

1. Open General
2. Set a small number of seconds
3. Tell the team it will not show as hold

The team knows why the report looks unchanged.

• Where? Skill Transfer General tab.
• Default? 0.
• On Hold in reports? No.
• Why set it above 0? A gap before the next call.

Glossary. Reporting role: Required, with a reporting permission, before standard reports appear. Generating standard reports

Sister technologies. Zoom Phone and Microsoft Teams. Named prebuilt connections. A local UC client is also about 320 kbps. APIs and SDKs

Config. Choose a pause for a team that takes calls with no gap.

Troubleshooting. Pause is 0 and the queue is deep. Set a few seconds of pause and give them a real disposition timer if they need wrap.

Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.

Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.