CIM 4.3.2 Clarfication on Email Wrap up Button

[rajan-sbc]

Team: as per

agent document the agent can have an wrap up activity action - where is this assigned and unassigned? We keep hearing it shows up at times for agents sometimes not when they do send and complete.

[jessicas]

In your PA console you can drill down to department and under user->roles there is a wrap up role that can be configured. There you can choose the wrap-up name and under relationships see which agents are selected.

Hope that helps.

[jessicas]

Also here is the link to the Administrators guide to the Admin Console.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_43/user/guide/cisco_im431_cce_userguide_administration.pdf

Please see Page 102

Wrap-up:

Along with the agent role, assign the wrap-up role to users or user groups that are mapped to

agents and skill groups of Unified CCE. Agents with this role go in wrap-up mode after they send and

complete an activity. After completing the wrap-up tasks, agents click the

End Wrap-up button to complete

the activity and change their mode to available.