Cisco Cisco IP Contact Center Release 4.6.2 Maintenance Manual
When you create Agent Desk Settings using the ICM/IPCC Administration User Interface, you
can specify whether agents enter Wrap-up mode automatically after finishing incoming calls.
The Work Mode Settings allow you to specify whether the agent must enter Wrap-up mode
after incoming calls. You can also use these settings to require agents to enter reason codes
while in Wrap-up mode (incoming calls only).
can specify whether agents enter Wrap-up mode automatically after finishing incoming calls.
The Work Mode Settings allow you to specify whether the agent must enter Wrap-up mode
after incoming calls. You can also use these settings to require agents to enter reason codes
while in Wrap-up mode (incoming calls only).
Reason Codes
Agents select reason codes when they:
•
Log out of the agent desktop system
•
Enter Wrap-up mode after a call
•
Change to a Not Ready state
Reason codes allow you to track the agent’s state and logout status as it changes. You configure
reason codes using the agent desktop application (CTI OS and/or the CAD administrator's
desktop). If you use the CTI OS desktop, you can also configure ICM/IPCC software to control
when reason codes are required.
reason codes using the agent desktop application (CTI OS and/or the CAD administrator's
desktop). If you use the CTI OS desktop, you can also configure ICM/IPCC software to control
when reason codes are required.
Agent Desk Settings That Affect Reason Codes
Afftects this type of reason code
Agent Desk Setting Option
Wrap-up
Work mode on Incoming
Not Ready
Idle reason required
Logout
Logout reason required
Wrap-Up Reason Codes and Work Mode
If you use the CTI Toolkit Agent Desktop (Win32), you can use the Work Mode on Incoming
option on the Agent Desk Settings List window to specify when and if agents will be required
to enter reason codes when entering wrap up for incoming calls. The following table describes
Work Mode on Incoming options and explains how reason codes are related to each:
option on the Agent Desk Settings List window to specify when and if agents will be required
to enter reason codes when entering wrap up for incoming calls. The following table describes
Work Mode on Incoming options and explains how reason codes are related to each:
Reason Code
Description
Work Mode
The agent can choose to enter a
reason code.
reason code.
Ensures that the agent automatically enters
Wrap-up state after completing the call.
Wrap-up state after completing the call.
Required
If the agent uses the wrap-up
button, the agent can choose to
enter a reason code.
button, the agent can choose to
enter a reason code.
Allows agents to choose whether to activate
the wrap-up button or the Not Ready button
to end the call.
the wrap-up button or the Not Ready button
to end the call.
Optional
The agent can decide whether to
enter a Not Ready reason code.
enter a Not Ready reason code.
Restricts the agent from entering Wrap-up
mode. The Agent can go into Not Ready
mode.
mode. The Agent can go into Not Ready
mode.
Not Allowed
The agent must enter a reason
code.
code.
Ensures that the agent automatically enters
Wrap-up state after completing the call.
Wrap-up state after completing the call.
Required with
wrap-up data
wrap-up data
IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 3: Configuring CTI OS and CAD Desktop Features
About Configuring Agent Features with Agent Desk Settings List Tool