Cisco Cisco Agent Desktop 9.0 Betriebsanweisung

Wrap-up data descriptions are used by contact centers for purposes such as 
tracking the frequency of different activities and identifying the account to which to 
charge a call, among others. Wrap-up data is set up and maintained, and automated 
state changes are enabled, using the Wrap-up Data window (see 

In Agent Desktop and IP Phone Agent, the agent selects the appropriate wrap-up 
data description from a popup window at the beginning of the wrap-up work time for 
a call. 

There is no limit on how many wrap-up data descriptions can be set up for Agent 
Desktop. IP Phone Agent has a limit of 100 wrap-up data descriptions.

The value the agent selects appears in the Termination_Call_Detail record for the call 
in the ICM database.

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:

■

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.