Cisco Cisco IP Contact Center Release 4.6.2 Maintenance Manual

• If you want to ensure that Redirection on No Answer calls adversely affect the service level,

define the service level threshold to be less than the Redirection on No Answer timer at the
call type and service.

How to Configure Automatic Wrap-Up

Allows you to force agents into Wrap-up mode when they are
finished with inbound or outbound calls.

Configure Agent Desk Settings to require
automatic wrap-up

1

Use these two fields to enable automatic wrap-up:

•

Work mode on Incoming

•

Work mode on outgoing

Choose either Required or Required with wrap-up data to
indicate automatic wrap-up.

Also, enter the time, in seconds, allocated to an agent to wrap-up
a call.

Allows you to determine when and if agents are required to enter
a Reason Code when they log out or enter a Not Ready state.

Configure Agent Desk Settings to require
appropriate reason codes.

2

How to Configure Supervisor Assist and Emergency Alert Situations

Recommended configuration for supervisor assist and emergency alert situations is detailed in
the table below:

Allows you to define the following:

In the ICM Configuration Manager, configure Agent Desk Settings

1

•

Assist call method

•

Emergency alert method

Set up the call type and associate it with the
dialed number and the routing script.

In the ICM Configuration Manager, set up the call type

2

Allows you to define the following:

In the ICM Configuration Manager, configure Dialed Number for
supervisor

3

•

Dialed number string

•

Call type

IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)