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UCCX 8.5 wrap up time after outbound call?

iptsupport
Level 4
Level 4

Hello ,

I want to configure wrap time after outbound calls.

my version UCCX 8.5.1.

any idea?

1 Reply 1

Deepak Rawat
Cisco Employee
Cisco Employee

There is no way to configure wrap up time for outbound calls. The concept of wrapup time and wrapup data is only for inbound ACD calls. In an ideal situation, you give wrapup time to the agents so that they can get some time after a call had been handled. There is a workaround for this (point # 1) in case of outbound calls though not exactly how wrap up timer works but something for agents to get their time and set to Ready themselves when they want:

1) Set CAD to Not Ready manually first and then only make the outbound call. Once the call will be done, agent will need to click Ready again else they will remain in Not Ready

2) In other scenario that is most common agent directly make the call from IP Phone that then set CAD to Not Ready but as soon as the call is over, CAD goes to Ready

Regards

Deepak