my customer wants to have a wrapup time till the agents change their state to "ready" by
So I have configured the maximum for wrapup time 7200 sec in Agent Desk Settings.
But I have a problem with the feature "Work Mode on Outgoing" in agent desk settings in
I think I recognized the function of this feature. It works like that:
- if an agent gets a call via ICM or directly on his phone he will be set into work mode
- if he make a call and the called number answer that call the agent is still on work
mode after he hung up
- but if the called number doesn't answer that call and the agent hangs up his phone he
is in ready/not ready state and that isn't the expected state.
( you can also rebuild this when you go off hook and then on hook again)
The problem is when the agent in state "ready" gets a call via ICM and after he hung up
his phone he is in state "work Ready". Now he makes an outgoing call but this call will
not be answered and if he hangs up his phone he directly gets a new call from ICM because
he was in "ready" state.
Is it possible to set a registry key or do another configuration for that feature "work
mode on outgoing" that it works for every new call even if the call will not be answered?
I have this problem too.