How to change the default behavior of "Work Not Ready" in CAD (UCCE not UCCX)

[Stuart Cross]

Hello,

As most of you will know when using CAD you can select "Work Not Ready" whilst on a call which puts the agent into wrap-up.  The agent will then stay like this until they decide to go ready.  I've been trying to change this behaviour by automatically putting a timer value on it.  The way I've tried this is going into Voice contact work Flow under the work flow group.  From here, under the listed Events, I've selected "Work Not Ready" and then configured an Action to go with it. The action I've configured is a timer action which I hoped would put the agent back into ready after the specified time.

However I cant get this to work.  The CAD agent stays in Work Not Ready.

Has anyone configured something like is and managed to get it working?

Thanks

Stuart

[Bill Mungaven]

Stuart,

There are 2 places to configure wrap-up data. In the Cisco Desktop Work Flow Administrator, you define the wrap-up data under the work flow groups. See the attached Word document for a couple of screenshots.

When an agent goes into wrap-up, the agent will stay in wrap-up until the wrap-up time expires as defined in the agent desk settings.

I hope that helps.

Bill