Work state and wrap-up data

Unanswered Question
Mar 27th, 2008

We have a deployment of IPCCX 5.0.1 and CM 5.1.2

The call is flowing OK to the agent and it is going to work state properly and then going ready after the 30 secs wrap-up time.

The problem is that as per various guides, we can put in the wrap-up code in the work state. I have configured the wrap-up data in the Cisco Desktop Administration. But when the call goes into work state, we are not prompted with any wrap-up data descriptions to choose from.

Also, when the call comes to an agent, Caller Data is not displayed to Agent IP Phone. The phone display changes to as of a normal call (like a non-IP Phone Agent phone, shows End Call, Transfer, etc options soft keys). As per IP Phone Agent User guide, the display should show Caller data and talking at the bottom. We should be able to select work state and enter wrap-up data even during the call.

How can we overcome this work state and wrap-up data issue...

Any help or directions would be appreciated

I have this problem too.
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James Hawkins Mon, 03/31/2008 - 05:49

Have you added your agents to the Work Flow Groups that you have enabled wrap-up data for?

The is done from CDA by going to Personel Configuration > Agents the right clicking on an agent and selecting the appropriate Workflow Group.

I have 5.0.1 and wrap-up codes are working ok.


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