Hi,
Have typical situation. I have a UCCE 9.02 setup(still under implementation) using hardphones,We are using the setup for an Outbound Dialer.Once the call is over the agent is put into a Wrap up state for 5 mins (300 secs..though configurable).
Once the agent is in the Wrap Up mode & the moment the agent fiddles with cradle of the hardphone and the hook flash fluctuates , the agent is immediately put into Ready state and the call is placed to the agent immediately.
I vaguely recollect, that in an Avaya setup there was a Forced ACW, which did not allow the agent to change its state till that particular duration is elapsed/expired.( I may be wrong)
I do not want the agent to be made available even if the hook flash is pressed. Please let me know if some one has found a solution to this. There is some thing called Wrap up with Data which is not helping me in any ways.
Rgds
Mayur