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uzzislx03
Beginner

Outbound WrapUp Codes

I have a good grasp on wrap-up codes for calls that are presented to agents, but supervisors are wanted to get data on outbound calls.  How can I present wrapup codes to agents on outbound calls?  Thanks!

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Nathan Luk
Beginner

Hi,

Are you talking about UCCE or UCCX? If you are talking UCCE, you can do this fairly easily by just enabling wrap codes in CAD admin (if you are using CAD) and then setting the "Work mode on outgoing" to "Required" in the Agent Desk Settings.

For UCCX you might be out of luck from memory I don't think there is any way to turn on wrapup codes for outbound calls, only inbound? Haven't tested this though.

EDIT: For UCCX if they do a lot of outbound work you could use the outbound dialer which would present wrapcodes

Cheers,

Nathan

Nathan -

Thanks for the reply.  We are using UCCX.  Thanks for the heads up.

Tim

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