If by wrap-up codes you mean a way of identifying reasons for agent state changes (not ready and logout), then this can be implemented using reason codes, as defined in the CRA Desktop Manager.
However, any reason codes will then appear for all agent teams. The reason codes are stored in the IPCCX database, but the IPCCX 3.5 standard reports do not include reports which give detailed information about Reason Codes. This may have changed in version 4.0.
By wrap-up codes I mean, a way to tag the call to say whether it was a request for literature (01) or a repair call(02) etc. We would then want to run a report to see what kind of calls we received. This is also known as Wrap up data.
I know that in IPCC Enterprise this feature is available.
You still need a simular script as submit ticket in IPCC 4 for wrap-up codes, but in version 4 wrap-up is introduced for agents, that is after an agent answers a call from a queue and finishes the call and the configured wrap up timer expires, next call is offered to the agent from the queue.
Were you ever able to get this feature working. We have a customer that would like to do something similar to this..We would like the agents to be able to pick from a list of call types so the agent can "code" the previous call...
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The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...