Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
Wrap-up Data
November 2006
71
To enable Desktop Administrator to properly manage wrap-up data, you must
configure the following Enterprise Desk Settings options in ICM Configuration
Manager as optional:
configure the following Enterprise Desk Settings options in ICM Configuration
Manager as optional:
■
Work mode on Incoming
■
Work mode on Outgoing
Within ICM Configuration Manager, you can configure wrap-up data so that it is
required when transitioning to the Work Ready or Work Not Ready states. However,
Agent Desktop cannot detect these settings. Leave the ICM Configuration Manager
settings as optional and enable or disable wrap-up data within Desktop
Administrator.
required when transitioning to the Work Ready or Work Not Ready states. However,
Agent Desktop cannot detect these settings. Leave the ICM Configuration Manager
settings as optional and enable or disable wrap-up data within Desktop
Administrator.
When creating wrap-up data descriptions, follow these guidelines:
■
Descriptions may consist of up to 39 alphanumeric characters. No
punctuation or other characters are allowed.
punctuation or other characters are allowed.
NOTE: For Chinese, Japanese, and Korean localized sites,
descriptions may not appear correctly in IP Phone Agent due to the
phone limitations on multi-byte characters.
descriptions may not appear correctly in IP Phone Agent due to the
phone limitations on multi-byte characters.
■
Duplicate descriptions are not allowed.
Creating Wrap-up Data Descriptions
You can create and modify wrap-up data descriptions on both the global and work
flow group level.
flow group level.
To create a wrap-up data description:
1. Select the global or work flow group Wrap-up Codes node in the navigation
tree to display the Wrap-up Codes window (see