Have wrap up set up and working with 'Enable state change' checked in CDA for this particular workflow. As and agent, when they are going to be leaving after the call they are on, we trained the users to press the Not Ready while on the call and it puts you in that state upon disconnect. This works great, but it does not offer a wrap up choice for the call they were on ... just goes right to Not Ready. I think this is just the way it works, but has anyone designed soemthing (maybe timer workflow magic) to work around this. Thanks
Please see if the below setting are there for these specific Agents.
Under the CSQ settings check if the Wrapup time is enabled.
If this doesn't work, i am also thinking that this is the way it works.If An Agent chooses his state while on the call (not Ready in the aobe scenario) that state will be the next state after completing the active call
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
Over the last few months, I have had the privilege of working on SI...
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