Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
C H A P T E R
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Cisco ICM Software CTI OS Agent Desktop User Guide Release 7.0(0)
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Entering Wrapup Data
As described in
in Chapter 2, wrapup data may be
entered via the Wrapup column during the call, or via the Wrapup dialog box after
the call is hung up. This chapter discusses IPCC-specific circumstances under
which agents are required to enter, permitted to enter, or prohibited from entering
wrapup data on completion of a call. This chapter also discusses the Wrapup
dialog box.
the call is hung up. This chapter discusses IPCC-specific circumstances under
which agents are required to enter, permitted to enter, or prohibited from entering
wrapup data on completion of a call. This chapter also discusses the Wrapup
dialog box.
Wrapup Data Requirements
In the IPCC environment, an administrator can set wrapup data settings for agents
on the Agent Desk Settings screen in ICM Configuration Manager. These settings
determine if an agent is required to enter, permitted to enter, or prohibited from
entering wrapup data on completion of incoming or outgoing calls.
on the Agent Desk Settings screen in ICM Configuration Manager. These settings
determine if an agent is required to enter, permitted to enter, or prohibited from
entering wrapup data on completion of incoming or outgoing calls.
Note
See the Cisco IP Contact Center Enterprise Edition Administration Guide for
instructions on setting agent wrapup data settings.
instructions on setting agent wrapup data settings.
The ICM Configuration Manager Work Mode on Incoming setting determines the
agent parameters for incoming calls. The values may be one of the following:
agent parameters for incoming calls. The values may be one of the following:
•
REQUIRED. The agent automatically enters Wrapup state on completion of
a call.
a call.
•
REQUIRED_WITH_DATA. The agent automatically enters Wrapup state
on completion of a call and must enter wrapup data in the Wrapup dialog box,
as described in the next section.
on completion of a call and must enter wrapup data in the Wrapup dialog box,
as described in the next section.