Wrap Up Code Finesse not showing after transfer call

[Ben Morgan]

Hey All,

Wrap up codes in Finesse are working as expected for general calls etc. However, if an agent transfers the call to another agent or to a general phone, and they haven't yet selected the wrap up code, the wrap up window disappears, hence I cant cant select a wrap up code for the call. Strangely though the agent is put into WrapUp Mode (Work Mode)..

Is there any explanation to this.. Im sure this is not how Finesse is programmed to operate?

Any assistance would be appreciated.

Cheers

Ben

[Murali_DS]

Can u pls validate if the agent transfers the call via phone or do they use their phones to transfer them.

Thx

M

[Ben Morgan]

They used Jabber and also tried using Finesse Agent software.

Both had the same result.

Cheers

Ben

[Kartik Bhatia]

This happens if they are transferring to an extension rather than transfering to CTI Route Point / ICM DNP. So calls which DO NOT come to agents via ICM DN/Script will NOT get Wrap.

Regards,
Kartik

[Ben Morgan]

So Calls are coming into the queue via the CTI RP. the wrap up code selection box appears fine.. however, when the agent transfers the call, the wrap box disappears. However, the Finesse client puts itself into wrap up mode (work time) with no wrap up selection box.

[Tony Duran]

Hi Ben,

Did you ever manage to resolve this?  Just going live with UCCX 11, and getting same behaviour.  Was wanting to know if there was a workaround before logging with Cisco as a Bug

[gmarkiewicz]

Hi Tony

Did you get solution to that problem?
I've got a report on a same behavior with UCCX 10.6
Did you find any bug ID associated to that issue?

Thanks

Greg

[Deepak Rawat]

Greg, please find the defect details below for this behavior:

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCuq05650

Now talking more about the above defect, it is a documentation defect so that it includes the information that the wrap up codes will not be available after transfer and that had been done now in all the required Finesse documentation. Refer below:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/user/guide/UCCX_BK_C02F9D7C_00_finesse-agent-and-supervisor-desktop-1101/UCCX_BK_C02F9D7C_00_cisco-finesse-agent-and-supervisor-110_chapter_011.html#CFIN_...

So to resolve this or have a workaround, we just have to educate the agents to put in a custom wrap up code called probably Call-TRANSFER before they do the transfer. This behavior is Working As Designed and unfortunately nothing much can be done about this.

Regards

Deepak

[michalkaska99]

Hallo,

Is there any way, after the call transfer, how to show the estimated time in work mode?

When normal inbound call finish, agent can see time, how long is under work mode.

In normal state, agent see time, how long is in ready and not ready state. But when call is transfered to other RP, and agent get to WRAP, there is not visible time, how long the agent is in this state.

Did somebody solved this?

Michal