Busy Codes

Busy Codes are a type of Reason Code that you can use. This provides information on how to use Busy Codes. This requires Realtime and Agent Desktop licenses.

Busy Codes represent Do Not Disturb (Avaya IPO and Cisco), Release (ShoreTel), Aux Codes (Avaya CM)


Busy Code reasons can be whatever you would like, but they are typically represented by low importance activities.

These might consist of:
Coffee/Smoke Break
Refill Drink

To configure the Busy Codes:
Go to the Agent Dashboard Configuration section on the Chronicall main page
Select Busy Codes

A list of users will appear.

  • At the bottom of the page, select the "Add Reason Code"
  • Enter a Reason Code
  • Hit "OK"
  • Repeat for as many Busy Reason Codes as needed

Once you've created a Reason Code, you can now assign it to the desired users.

Option One:

As you finish a Reason, select the "blue person" image.


You will now see a list of user's names

  • Check the boxes for those that you would like to assign the Reason Code
  • Hit "Apply"
  • Repeat with each Reason Code

Option Two:

Once you have created your list of Reason Codes, you can now assign them to the desired users.

On the left hand side of the menu, hold the "Ctrl" button down on your keyboard and select the desired users


Once you have the users selected, you can now select the individual check box for each of the desired Reason Codes to assign.

Hit "Save"

The DND Reason Code will now be assigned to the selected users.