Cisco Cisco Computer Telephony Integration Option 9.0 User Guide

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 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.

It is not possible to enter data following a completed transfer or a conference call that has been hung up, 
because the call is not only cleared but also completely ended. If you wish to enter wrapup data for a call 
to be transferred or for a conferenced call, you must do so while the call is in progress by double clicking 
the Wrapup column for the call in the Call Information section. 

After you click the Apply button on the Wrapup dialog box, you may click the Ready or NotReady 
buttons to go to one of those states. If you do not click one of these buttons after a configurable period 
of time, you eventually return to the state that was in effect before the previous call. 

For incoming ACD calls, the agent state returns to Ready. 

For outgoing calls, the agent state returns to NotReady. 

For incoming internal calls, the agent state returns to either Ready or NotReady depending on the 
state that was in effect before the call.

The configurable period of time is set in ICM Configuration Manager on the Agent Desk Settings 
Screen.