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Community Member

How to add to wrap up codes and reason codes?

Hi all,

We have the following requirement:

Adding

  • Wrap-up codes: Wrong Number, Sales Lead, Call Back
  • Reason codes (for Agents not being available): Out of the office, Meeting / Admin

How can I do it?

Any help will be appreciated.

3 REPLIES

for CTIOS toolkit, You can

for CTIOS toolkit,

 

You can Add them in Config manager under List tools--> Reason code list

and Add them in your CTIOS registry:

You have to create new DWORD under Below path 

HKEY_LOCAL_MACHINE/Ctios/CTIOS_instance name/Server/Agent/ReasonCodes/Logout

HKEY_LOCAL_MACHINE/Ctios/CTIOS_instance name/Server/Agent/ReasonCodes/NotReady

HKEY_LOCAL_MACHINE/Ctios/CTIOS_instance name/Server/Agent/WrapupStrings/Incoming

 

For CAD,

 

once you add them in ICM config manager, they will automatically syncs up with CAD LDAP Database.(if you have working CAD)

and using CAD admin, u can assign them to your Work flows.

 

regards

Chintan

What product are you using?

What product are you using? UCCX/UCCE?

Cisco Employee

Hi,You can configure Wrap Up

Hi,

You can configure Wrap Up codes and Reason Codes in UCCX based on the CDA guide (if the product is UCCX).

You can refer the CDA guide for more details:

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf

 

Regards,

Arundeep

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