Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
Chapter 4 Entering Wrapup Data
The Wrapup Dialog Box
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Cisco ICM Software CTI OS Agent Desktop User Guide Release 7.0(0)
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OPTIONAL. The agent may click the Wrapup button during a call to enter
Wrapup state on completion of the call. The agent may instead click the
Ready or NotReady buttons during a call to enter that state on completion of
the call. If the agent does not click Ready, NotReady, or Wrapup, the agent
state upon hangup returns to the state that was in effect before the call.
Wrapup state on completion of the call. The agent may instead click the
Ready or NotReady buttons during a call to enter that state on completion of
the call. If the agent does not click Ready, NotReady, or Wrapup, the agent
state upon hangup returns to the state that was in effect before the call.
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NOT_ALLOWED. The agent is not permitted to enter wrapup data. The
agent may click the Ready or NotReady buttons during a call to enter that
state on completion of the call. If the agent does not click Ready or NotReady,
the agent state upon hangup returns to the state that was in effect before the
call.
agent may click the Ready or NotReady buttons during a call to enter that
state on completion of the call. If the agent does not click Ready or NotReady,
the agent state upon hangup returns to the state that was in effect before the
call.
The ICM Configuration Manager Work Mode on Outgoing setting determines the
agent parameters for outgoing calls. Valid values are REQUIRED, OPTIONAL,
and NOT_ALLOWED. REQUIRED_WITH_DATA is not valid for an Outgoing
wrapup mode because the ICM currently does not permit wrapup data to be set in
an outgoing call. If the outgoing wrapup mode is set to REQUIRED, the agent
enters wrapup state when the call ends but the Wrapup dialog box described in the
next section is not displayed.
agent parameters for outgoing calls. Valid values are REQUIRED, OPTIONAL,
and NOT_ALLOWED. REQUIRED_WITH_DATA is not valid for an Outgoing
wrapup mode because the ICM currently does not permit wrapup data to be set in
an outgoing call. If the outgoing wrapup mode is set to REQUIRED, the agent
enters wrapup state when the call ends but the Wrapup dialog box described in the
next section is not displayed.
The Wrapup Dialog Box
The Wrapup dialog box appears when an agent enters Wrapup state.
You may select a reason from the list box or enter wrapup text in the text box,
then click the Apply button to proceed.
then click the Apply button to proceed.