Cisco Cisco Computer Telephony Integration Option 8.5 사용자 가이드
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Cisco CTI OS Agent Desktop User Guide for Cisco Unified ICM/CC Enterprise and Hosted, Release 7.1(1)
Chapter 2 Changing Agent States
Changing to Wrapup State
Note
In a Unified CCE environment, an administrator defines an agent’s Work
Mode on Incoming and Work Mode on Outgoing values on the Configure ICM
Agent Desk Settings List screen. See the Cisco IP Contact Center Enterprise
Edition Administration Guide for details.
Mode on Incoming and Work Mode on Outgoing values on the Configure ICM
Agent Desk Settings List screen. See the Cisco IP Contact Center Enterprise
Edition Administration Guide for details.
On entering Wrapup state, a Wrapup dialog box appears.
The Wrapup String List reason is navigated as follows:
Key
Action
Up Arrow
Move the focus to the previous wrapup string.
Down Arrow
Move the focus to the next wrapup string.
Enter
Applies the currently selected wrapup string.
In a Unified CCE environment, the settings your administrator has defined in the
Configuration Manager Agent Desk Settings screen determine if the Apply button
is disabled until you enter data.
Configuration Manager Agent Desk Settings screen determine if the Apply button
is disabled until you enter data.
You may select one of the displayed choices or enter something different in the
edit box. Alternatively, you may enter wrapup data in the WrapUp column of the
Call Information grid at any time a call is displayed.
edit box. Alternatively, you may enter wrapup data in the WrapUp column of the
Call Information grid at any time a call is displayed.
An agent who is in Wrapup state is unable to accept ACD calls.