---
title: "Breaks"
canonical: "https://help.telegra.de/space/TAK/9561593218144/Breaks"
format: markdown
---
The telegra ACD offers the possibility to provide agents with a selection of pause reasons. A pause is activated manually by the agent when he is not available and cannot receive calls or is not available for the dialer as dialing.

Alternatively, team leaders can put an agent on pause or end the agent's pause via WebCommander (if the right has been granted).

Pauses can be provided with a maximum duration if required. After the set maximum duration of a pause (in seconds) has expired, the agent is automatically returned to the last valid state before the pause.

Breaks can be freely named and made visible for Inbound, Outbound or both modes. In addition to the maximum duration of a break, a color can be selected for better identification for team leaders (TeamCommander only. Colors in WebCommander will be considered in a later version):

![Einstellungen für Pausen der Callcenter Agents](media://c243f774-5006-40af-b395-0d0ffd7063d5)

## Accessibility during breaks

- You can decide whether an agent can still be reached internally during a certain break. Further you can
- You can decide as admin if an agent is internally reachable.
- You can also decide whether an agent is allowed to start outgoing calls to external destinations during this pause.

## Brokering and transferring calls to agents in pauses

If the option "Brokering and forwarding allowed" is activated, the agent is available as a destination for brokering and forwarding calls by other agents during this pause. Please note the following constellations in which calls can be forwarded or brokered to an agent during this pause:

- <span style="color: #36b37e">Allowed</span>: Forward incoming calls / toggle to agents in this pause in INBOUND mode
- <span style="color: #36b37e">Allowed</span>: Forward / toggle outgoing calls to agents in this pause in INBOUND mode
- <span style="color: #36b37e">Allowed</span>: Outgoing calls toggle to agents in this pause in OUTBOUND mode
- <span style="color: #ff5630">Not allowed</span>: Forward incoming calls / toggle to agents in this pause in OUTBOUND mode

> 📝 In OUTBOUND mode, agents are generally not available for cold forwarded calls.

## Pauses as start state

You can define a pause as a start state. This means that the pause is always automatically active after the agent logs into the WebAgent. If you then set a timer, you can configure a "setup time" so that the agent can find its way around after login.

> ⚠️ **Important:** A pause as start state must always be assigned to at least one system.

## Active breaks

Pauses can be marked as so-called "active" pauses. If an agent selects an "active break", he will not receive any more calls, but will still be considered as an available agent in the capacity calculation of a possible queue.

This setting makes sense if administrators know that the agent is only temporarily out of the office during certain breaks and that the resulting waiting time is reasonable for the caller (e.g. a trip to the printer).

> 📝 **Note: **In order for an agent to be able to select an Active Pause, this right must also be activated on the agent in the configuration mask via a checkbox.