How to add to wrap up codes and reason codes?

[fayiz husain]

Hi all,

We have the following requirement:

Adding

• Wrap-up codes: Wrong Number, Sales Lead, Call Back
• Reason codes (for Agents not being available): Out of the office, Meeting / Admin

How can I do it?

Any help will be appreciated.

[Chintan Gajjar]

for CTIOS toolkit,

You can Add them in Config manager under List tools--> Reason code list

and Add them in your CTIOS registry:

You have to create new DWORD under Below path 

HKEY_LOCAL_MACHINE/Ctios/CTIOS_instance name/Server/Agent/ReasonCodes/Logout

HKEY_LOCAL_MACHINE/Ctios/CTIOS_instance name/Server/Agent/ReasonCodes/NotReady

HKEY_LOCAL_MACHINE/Ctios/CTIOS_instance name/Server/Agent/WrapupStrings/Incoming

For CAD,

once you add them in ICM config manager, they will automatically syncs up with CAD LDAP Database.(if you have working CAD)

and using CAD admin, u can assign them to your Work flows.

regards

Chintan

[Samuel Womack]

What product are you using? UCCX/UCCE?

[Arundeep Nagaraj]

Hi,

You can configure Wrap Up codes and Reason Codes in UCCX based on the CDA guide (if the product is UCCX).

You can refer the CDA guide for more details:

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf

Regards,

Arundeep