Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
Chapter 2 Changing Agent States
Changing to Wrapup State
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Cisco ICM Software CTI OS Agent Desktop User Guide Release 6.0(0)
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.
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.
Note
In an IPCC environment, an administrator defines an agent’s Work Mode on
Incoming and Work Mode on Outgoing values on the Configure ICM Agent
Desk Settings List screen. See the Cisco IP Contact Center Enterprise Edition
Administration Guide for details.
Incoming and Work Mode on Outgoing values on the Configure ICM Agent
Desk Settings List screen. See the Cisco IP Contact Center Enterprise Edition
Administration Guide for details.
On entering Wrapup state, a Wrapup dialog box appears.