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Geoffrey Thomas
Beginner

Making an outbound call using agent desktop while in wrap-up

According to all the documentation, an agent cannot make an outbound call using their agent desktop softphone while in "Ready" state - makes sense.

There is no reference to this limitation if the agent is in Wrap-up.  Now, out of the box, the "make call" button is disabled when the agent is in wrap-up.  Is this simply because that's by default in the button mask or is there a technical limitation in which IPCC/CTI OS that will not allow this function in wrap-up.

Thanks.

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Accepted Solutions
Senthil Kumar Sankar
Cisco Employee

There are several events will be sent for CTIOS Server for each and every task performed by Agent.

Say when an agent gets a call and he completes the call, and he is on wrapup mode, When the Agent is in the Wrapupmode, technically he is still in the same inbound task he received. This Inbound task is cleared only after he completed the Wrapup. Thats is the reason you cannot see the TCD entry for that call untill the agent completes the wrapup. Because that is considered as Agent still in the Inbound task.

Agent cannot make call when he in Wrapup mode.

Regards,

Senthil

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2 REPLIES 2
Senthil Kumar Sankar
Cisco Employee

There are several events will be sent for CTIOS Server for each and every task performed by Agent.

Say when an agent gets a call and he completes the call, and he is on wrapup mode, When the Agent is in the Wrapupmode, technically he is still in the same inbound task he received. This Inbound task is cleared only after he completed the Wrapup. Thats is the reason you cannot see the TCD entry for that call untill the agent completes the wrapup. Because that is considered as Agent still in the Inbound task.

Agent cannot make call when he in Wrapup mode.

Regards,

Senthil

Thank you for the quick response.  It would be a nice feature though. 

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