Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
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4-3
Cisco ICM Software CTI OS Agent Desktop User Guide Release 6.0(0)
Chapter 4 Entering Wrapup Data
The Wrapup Dialog Box
Note
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.
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.
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.
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.
Agent Desk Settings Screen.