Cisco Cisco Computer Telephony Integration Option 8.5 Guía Del Usuario
C H A P T E R
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CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
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Entering Wrapup Data
As described in
column during the call, or via the Wrapup dialog box after the call is hung up. This chapter discusses
Unified CCE-specific circumstances under which agents are required to enter, permitted to enter, or
prohibited from entering wrapup data on completion of a call. This chapter also discusses the Wrapup
dialog box.
Unified CCE-specific circumstances under which agents are required to enter, permitted to enter, or
prohibited from entering wrapup data on completion of a call. This chapter also discusses the Wrapup
dialog box.
Wrapup Data Requirements
In the Unified CCE environment, an administrator can set wrapup data settings for agents on the Agent
Desk Settings screen in ICM Configuration Manager. These settings determine if an agent is required to
enter, permitted to enter, or prohibited from entering wrapup data on completion of incoming or
outgoing calls.
Desk Settings screen in ICM Configuration Manager. These settings determine if an agent is required to
enter, permitted to enter, or prohibited from entering wrapup data on completion of incoming or
outgoing calls.
Note
See the Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Editions for
instructions on setting agent wrapup data settings.
instructions on setting agent wrapup data settings.
The ICM Configuration Manager Work Mode on Incoming setting determines the agent parameters for
incoming calls. The values may be one of the following:
incoming calls. The values may be one of the following:
•
REQUIRED. The agent automatically enters Wrapup state on completion of a call.
•
REQUIRED_WITH_DATA. The agent automatically enters Wrapup state on completion of a call
and must enter wrapup data in the Wrapup dialog box, as described in the next section.
and must enter wrapup data in the Wrapup dialog box, as described in the next section.
•
OPTIONAL. The agent may click the Wrapup button during a call to enter Wrapup state on
completion of the call. The agent may instead click the Ready or NotReady buttons during a call to
enter that state on completion of the call. If the agent does not click Ready, NotReady, or Wrapup,
the agent state upon hangup returns to the state that was in effect before the call.
completion of the call. The agent may instead click the Ready or NotReady buttons during a call to
enter that state on completion of the call. If the agent does not click Ready, NotReady, or Wrapup,
the agent state upon hangup returns to the state that was in effect before the call.
•
NOT_ALLOWED. The agent is not permitted to enter wrapup data. The agent may click the Ready
or NotReady buttons during a call to enter that state on completion of the call. If the agent does not
click Ready or NotReady, the agent state upon hangup returns to the state that was in effect before
the call.
or NotReady buttons during a call to enter that state on completion of the call. If the agent does not
click Ready or NotReady, the agent state upon hangup returns to the state that was in effect before
the call.
The ICM Configuration Manager Work Mode on Outgoing setting determines the agent parameters for
outgoing calls. Valid values are REQUIRED, OPTIONAL, and NOT_ALLOWED.
REQUIRED_WITH_DATA is not valid for an Outgoing wrapup mode because the ICM currently does
outgoing calls. Valid values are REQUIRED, OPTIONAL, and NOT_ALLOWED.
REQUIRED_WITH_DATA is not valid for an Outgoing wrapup mode because the ICM currently does