Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
Chapter 2 Changing Agent States
Changing to Wrapup State
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Cisco CTI OS Agent Desktop User Guide for Cisco Unified ICM/CC Enterprise and Hosted, Release 7.1(1)
Depending on your configuration, a Select Reason Code dialog box may appear
when you click the NotReady button.
when you click the NotReady button.
This dialog box includes a list of defined reason codes. Highlight a reason code
in the list and click OK.
in the list and click OK.
The reason code list is navigated as follows. The reason code will be read to the
user when a new reason code is selected.
user when a new reason code is selected.
Key
Action
Up Arrow
Move the focus to the previous reason code.
Down Arrow
Move the focus to the next reason code.
Enter
Changes state to not ready with the selected reason code.
On entering NotReady state you cannot accept an ACD call, but you can still
receive calls made to your direct extension. On some switches, you can still
receive calls made to your Agent ID.
receive calls made to your direct extension. On some switches, you can still
receive calls made to your Agent ID.
Changing to Wrapup State
Depending on your switch and how your administrator has configured your agent
profile, there are two possible ways to enter Wrapup state.
profile, there are two possible ways to enter Wrapup state.
•
You automatically enter wrapup state on completion of a call.
•
You click the Wrapup button to either go immediately to the Wrapup state or
to go to Wrapup state after completion of the current call.
to go to Wrapup state after completion of the current call.