Wrapup time on outbound calls

[dbamkincisco]

I am using IPCC 4.0(3) and have the wrapup time set for 20 seconds after an inbound call. This works great; however, when an outbound call is placed and ended the agent is automatically placed in a reday status and incoming calls start to come in. Is there any place to add a 20 second delay? I don't have a license for ICM. Any help you can give is greatly appreciated.

[pradeepde]

Try this URL:

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guide_chapter09186a008057a628.html#wp1041803

[vbogaerj5]

Hi,

We are using an IPCC/IVR 4.0(1) build 002 and we can't find were we have to change the wrapup time. Does anybody has an idea?

Thanks in advance

Joke Van Bogaert

[vbogaerj5]

This is a screenshot of the configuration of a CSQ.

Joke Van Bogaert

[victor_ol]

I believe your package is IPCC Express Standard. Only the Enhanced license has this feature.

Check this explanation found at the IPCC Help:

Note The Agent Based Routing Settings hyperlink appears on the navigation bar of the IPCC Express Configuration web page only if you purchased a Cisco IPCC Express Enhanced or Cisco IPCC Express Premium license packages.

Use the Agent Based Routing Settings areas of the IPCC Express Configuration web page to configure Automatic Work and Wrapup Time.