01-10-2019 09:00 AM - edited 03-14-2019 06:43 PM
have confirmed that their phones will display “Wrap-Up” but not the time they have been in that state consistently.
if you transfer a call and it then goes into Wrap-Up, the time will not display due to the transfer though agents are not seeing the time even when the call wasn’t transferred
Any suggestions ?
01-10-2019 12:37 PM
01-10-2019 12:39 PM
Hi Shalid,
Thanks for your response, its UCCX System version: 11.0.1.10000-75 (ES06-37)
01-10-2019 10:10 PM
Just a guess here but wrap up time is configured on the CSQ level within CCX. If these calls that with no wrap up time are direct transfers to the agent’s extension, as opposed to the Trigger number, they won’t be put into wrap up.
01-11-2019 04:26 AM
01-11-2019 07:53 AM
Hi Shalid,
Appreciate your response, the issue so far is only with two of the users and it is intermittent.
Also these users are part of 4 CSQ's, out of which two does not have the wrap time enabled and defined.
So shall we collect report and logs ?
Thanks & Regads
Aman
01-11-2019 08:38 AM
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