Wrapup Code for Transfer Calls

Unanswered Question


Planning to install UCCX 7.X and customer wants to know if it is possible that an agent can receive wrapup codes for call that they transfer? In other words, agent receives call via UCCX and then transfer the call to either another agent or another trigger?

Also, can you route calls based on abandoned % - if abandoned rate increases, then use an overflow?



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vmoopeung Wed, 08/26/2009 - 06:02
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It is not possible to enter data following a completed transfer or a conference call that has been hung up, because the call is not only cleared but also completely ended. If you wish to enter wrap-up data for a call to be transferred or for a conference call, you must do so while the call is in progress by double clicking the Wrap-up column for the call in the Call Information section. After you click the Apply button on the Wrap-up dialog box, you may click the Ready or Not Ready buttons to go to one of those states. If you do not click one of these buttons after a configurable period of time, you eventually return to the state that was in effect before the previous call.


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