These feature codes let a queue agent control whether they receive queue calls directly from their own handset or softphone in FreePBX 17.

They are used from the extension that is a member of the queue:

• *45 — log in or log out of queue call handling
• *46 — pause or unpause queue call delivery
• *47 — hear the current queue count

These codes normally work the same way from a desk phone, cordless handset or softphone, provided the device is registered as the correct extension.

What each feature code does

It is important to understand the difference between logged in/out and paused/unpaused:

• Logged in
• The extension is available to receive queue calls, unless it is also paused.
• Logged out
• The extension is removed from queue call delivery.
• No new calls from that queue should be offered to the extension.
• Paused
• The extension stays logged in as a queue member, but queue calls are temporarily held back.
• This is typically used for breaks, admin work, wrap-up time or short periods away from the phone.
• Unpaused
• Queue calls can be offered again.
• Queue count
• Announces how many callers are currently waiting in the queue.
• On some systems it may also announce additional queue information.

Before using the codes

Check the following:

• The handset or softphone is registered and working normally.
• The extension has been set up as a queue member by the system administrator.
• The feature codes are enabled and have not been changed from their defaults.
• The codes are dialled from the agent’s own extension.

These codes only affect queue calls. They do not stop:

• direct extension calls
• ring group calls
• internal calls from colleagues
• external calls sent straight to the extension
• paging or intercom calls, if enabled

Using *45 to log in or log out of queues

Dial *45 from the handset or softphone to toggle queue login status.

Typical steps

1. Pick up the handset, press speaker, or open the softphone dial pad.
2. Dial *45.
3. Follow any spoken prompts.
4. Listen for the confirmation message.

What usually happens

In the most common setups, one of these behaviours will occur:

Scenario 1: The system toggles the agent automatically

After dialling *45, the system identifies the extension and changes its status:

• if currently logged out, it logs in
• if currently logged in, it logs out

You will usually hear a spoken confirmation such as:

• “Agent logged in”
• “Agent logged out”
• or a similar queue status announcement

Scenario 2: The system asks for a queue number

Some systems require the queue number after dialling *45.

Example process:

1. Dial *45
2. Enter the queue number, such as 600 or 601
3. Wait for the confirmation announcement

In this setup, the login/logout applies only to the queue entered.

Practical examples

Log in at the start of the day

• Dial *45
• Enter the queue number if prompted
• Wait for confirmation
• The extension can now start receiving queue calls

Log out at lunch or at the end of the shift

• Dial *45
• Enter the queue number if prompted
• Wait for confirmation
• The extension will no longer receive new queue calls

Important points about logging out

• Logging out stops new queue calls being delivered.
• It does not usually disconnect a call already in progress.
• If the extension belongs to more than one queue, logging out may need to be done:
• once per queue, or
• once for all queues, depending on system configuration

Using *46 to pause or unpause queue calls

Dial *46 to temporarily stop or resume queue calls without fully logging out.

Typical steps

1. Pick up the handset, press speaker, or open the softphone dial pad.
2. Dial *46.
3. Follow any spoken prompts.
4. Listen for the confirmation message.

What pause means

When paused:

• the extension remains a member of the queue
• no new queue calls should be offered
• the extension can usually be unpaused quickly when ready

This is the normal option for:

• comfort breaks
• short time away from desk
• after-call work
• internal admin tasks
• brief meetings

What unpause means

When unpaused:

• the extension remains logged in
• queue calls can be delivered again immediately

Common behaviour patterns

Scenario 1: Toggle automatically

Dialling *46 simply switches the current state:

• paused becomes unpaused
• unpaused becomes paused

Scenario 2: Prompt for queue number

Some systems ask which queue to pause or unpause.

Example:

1. Dial *46
2. Enter the queue number
3. Wait for the confirmation announcement

When to use pause instead of logout

Use pause when the agent is still on shift and will return shortly.

Use logout when the agent:

• is finishing for the day
• is leaving the queue for a longer period
• should no longer be considered an active queue member

Using *47 to hear the queue count

Dial *47 to hear how many callers are waiting.

Typical steps

1. Pick up the handset, press speaker, or open the softphone dial pad.
2. Dial *47.
3. Enter the queue number if prompted.
4. Listen to the spoken announcement.

What the announcement usually means

In most systems, the queue count is the number of callers currently waiting to be answered in that queue.

For example:

• “There are 3 calls waiting”
• or a similar spoken count message

Depending on configuration, the announcement may also include other information, but the most common use is simply to hear how busy the queue is at that moment.

Important points about queue count

• The count is live and can change immediately.
• A queue count of zero means there are no callers currently waiting.
• It does not always mean there are no active calls in progress, only that nobody is waiting in the queue at that instant.

Handset and softphone use

The process is generally identical on both.

Desk phone or cordless handset

• Pick up the handset or use speakerphone
• Dial the feature code
• Follow prompts if heard
• Wait for confirmation before hanging up

Softphone

• Open the dial pad
• Ensure the softphone is registered to the correct extension
• Dial the feature code exactly as normal
• Follow prompts through the audio device in use

If a softphone is signed into a different extension than expected, the queue status change will apply to that signed-in extension, not the user’s intended extension.

Typical daily workflow for an agent

A common pattern is:

1. Start shift:

• Dial *45 to log in

1. Short break or admin time:

• Dial *46 to pause

1. Return and become available again:

• Dial *46 to unpause

1. Check how busy the queue is:

• Dial *47

1. End of shift:

• Dial *45 to log out

Multi-queue environments

If the extension is a member of more than one queue, behaviour depends on how the queue membership has been configured.

Common possibilities

• One code may affect all queues assigned to the extension
• The system may ask for a specific queue number
• Pause may be applied:
• to one queue only, or
• to all queues, depending on configuration

For that reason:

• if prompted for a queue number, enter the correct queue
• if no prompt is given, assume the system is using the extension’s default or all assigned queues

What the user should expect to hear

Although wording varies, common voice prompts include:

• logged in
• logged out
• paused
• unpaused
• invalid
• not a member of that queue
• number of calls waiting

If the system gives a busy tone, error tone or no spoken confirmation, the code may not have been accepted.

Common issues and what they mean

Dialling *45 does not log the agent in

Possible reasons:

• the extension is not configured as a queue member
• the code has been changed or disabled
• the queue requires a specific queue number
• the device is registered as a different extension

Dialling *46 does not stop queue calls

Possible reasons:

• the pause applies only to a specific queue and no queue number was entered
• the extension is not actually logged into the queue
• the incoming calls are not queue calls and are arriving by another route
• the extension has been unpaused again by mistake

Queue calls are still not arriving after login

Possible reasons:

• the extension is still paused
• the handset or softphone is not registered properly
• Do Not Disturb may be active on the extension
• the queue strategy may be delivering calls to other agents first
• there may simply be no callers waiting

*47 gives no useful information

Possible reasons:

• the system expects a queue number after dialling the code
• the extension does not have access to that queue
• the feature code has been altered from the default

Best practice for agents

• Use *45 only for starting or ending queue participation.
• Use *46 for temporary unavailability during the working day.
• Use *47 when checking queue load before returning from pause or when monitoring busy periods.
• Wait for the spoken confirmation before hanging up.
• If using multiple devices for the same extension, remember the status change applies to the extension rather than just one physical phone.

Quick reference

• Log in / Log out: *45
• Pause / Unpause: *46
• Hear queue count: *47

Summary of the difference

• *45 = join or leave queue call handling
• *46 = stay in the queue but temporarily stop receiving calls
• *47 = hear how many callers are waiting

For most end users, that means:

• log in at the start of work
• pause during short absences
• unpause when ready
• log out at the end of the shift