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Cisco Agent Desktop Automatic Not Ready

I am trying to figure out how to add a 5 second automatic Not Ready or Wrapup timer after Inbound ACD calls complete into an IPCC 7.0 environment. We are using the CTI Toolkit Agent Desktop 7.0; NOT CAD.

Currently I have agents setup to automatically go into Wrapup, but they forget to go Ready sometimes. Without the Auto-Wrapup envoked they get back to back calls. They really need those few seconds inbetween calls to finish up the files they are working on and maintain their sanity.

Anyone know how to do this?

2 REPLIES
Gold

Re: Cisco Agent Desktop Automatic Not Ready

Hi,

You have to set up in 'Agent Desk Settings' in the 'Wrap up time' field the amount of seconds that you would like for your agents.

You can set up different 'Agent Desk Settings' for different skill groups.

Hope this helps,

Juan Luis

New Member

Re: Cisco Agent Desktop Automatic Not Ready

Hi there,

Can the agent state change to Ready mode automatically once a non-logout code selected?

Someone telling me that this can be achieved by modify the Agent Client source code but not sure how to make it happen.

Cheers,

ms

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