What do they see when the pocket is empty? Start with one real example and the decision you make when they call, then have the responsible people agree what belongs in the operator instruction and what still needs assistance. You don't need to turn everyone into the programmer.
Then put the tray and attempt identifiers where they can find them, with a named backup contact. Have someone else try the example without you translating 'paused'. That word might sound like permission to press continue.