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Automatic Work State in CRS 3.1

I have a customer that wants agents to be put into a work state for a pre-determined time. For example, after an agent hangs up a call, he/she goes into a work state for 2 minutes - then is automatically put into a ready state.

I know this feature didn't exist in CRS 3.0, is it possible in 3.1?

Thanks

1 ACCEPTED SOLUTION

Accepted Solutions
Bronze

Re: Automatic Work State in CRS 3.1

Hi,

Wrap up timer is not available in the current release of IPCC Express. As per previous mail

threads - "this feature may be available in future releases". Please contact the Product management

team(ask-icd-ivr-pm@external.cisco.com) for roadmap details.

Regards

Venkat

2 REPLIES
Bronze

Re: Automatic Work State in CRS 3.1

Hi,

Wrap up timer is not available in the current release of IPCC Express. As per previous mail

threads - "this feature may be available in future releases". Please contact the Product management

team(ask-icd-ivr-pm@external.cisco.com) for roadmap details.

Regards

Venkat

New Member

Re: Automatic Work State in CRS 3.1

Thanks Venkat,

I sent out an e-mail to find out if it's on the roadmap.

Robb

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