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UCCE

thiyagarajansekar90
Level 1
Level 1

‎07-04-2017 01:05 PM - edited ‎03-14-2019 05:25 PM

Hi,

We had agent who  just completed the call  and had not yet put himself into ready status in Ciboodle application .There was another call that has been landed.  In agents desk setting wrap up time is 7200 ms. Not sure how the call has been landed to him. Its an intermittent issue.  

Kindly advise.

Regards,

Thiyaga

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Slavik Bialik
Level 7
Level 7

‎07-04-2017 01:42 PM

Are you sure that the second call arrived from the IVR?

Maybe the second call is from another agent that wants to speak with him about a customer or whatever.

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thiyagarajansekar90
Level 1
Level 1
In response to Slavik Bialik

‎07-06-2017 06:19 AM

As per my experience,  agent will not receive the call from other agent during wrap up mode.Also cisco Tac has confirmed that cisco will never route the call to the agent during wrapup mode.

Since its a  third party application, we requested  agent logs from them.

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