Finesse Wrap up not being allowed (switched to Windows 10)

[charles.elliott]

We changed virtual machines and updated the OS to Windows 10. Everything is working great except some reps cannot tag their calls (wrap up reason). Call variable layout, wrap up codes, etc are all correct and working as some of the ones we changed have the capability but their not on the same team.

[seanvaid]

What version CCX?

Try different browsers and clearing data/cache etc.

If they're on the exact same teams with similar configurations, you can more than likely look towards windows/browser issues. 

[charles.elliott]

10.6(1)

They're on different teams however the config is the same.

[seanvaid]

Different teams makes all the difference. Very likely it could be a per team wrap up code issue. 

Do you know how to log into finesse administration and look at all that?

[charles.elliott]

yes and I've checked that already. that seems to be fine. is there anything particular i'm looking for. checked the wrap up code/reason, call variable layout is good, etc.

[seanvaid]

Go into CFAdmin and then the reasons tab. The main thing to look at would be the Global? Yes/No for each reason. 

Global yes would mean it applies to all teams. Global no would mean you would have to go to Team Resources and enable them manually per team. 

[charles.elliott]

Its fixed. the default browser was not set properly. Edge was still in play! Set it to IE and everything worked fine!

[seanvaid]

And of course, under the CSQ settings make sure wrap up is enabled with a reasonable time. 

[Anthony Holloway]

Actually, in Finesse you can set the wrap up during the call, and post call work is not required.