Cisco Cisco IPCC Web Option Maintenance Manual

Configuring CTI OS and CAD Desktop Features

This chapter contains the following topics:

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About Configuring Agent Features with Agent Desk Settings List Tool

Each voice Agent record must be associated with an Agent Desk Setting (not necessary for
non-voice agents). The Agent Desk Settings List tool configuration is used to associate a set of
permissions or characteristics with specific agents. You can use the Agent Desk Settings List
tool to configure the following agent features:

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Agent Wrap-up

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Reason Codes

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Redirection on No Answer

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Emergency and Supervisor Assist Calls

Agent Wrap-up

Agents can enter Wrap-up mode after completing a call. Wrap-up mode enables the agent to
finish with any tasks that require after-call work before entering a Ready state. When in Wrap-up
mode, the agent is not routed any additional tasks.

Agents can manually enter Wrap-up state by activating the wrap-up button on their soft phone.
You can also configure Agent Desk Settings so that agents automatically enter Wrap-up mode
after finishing each call.

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)