wrap-up time doesn't work when script places a call to service queue

[michaelzhq]

30 seconds wrap-up time works well with regular phone call (calls coming from PSTN or internal phone). But it doesn't work when using "Place Step" in script to place a call to the same service queue. When using "Place Step" to make a call to service queue, the call rings immidaitely on agent phone after agents hang up a call.

Please let me know if I don't post a clear question.

Thanks very much.

Michael

[Chris Deren]

Michael,

Can you either post your script or screen shot of it or define what are you trying to accomplish with place call step?

That should be used to place an outbound call from contact center. To route calls to CSQ you need to use "Select Resrouce" step.

HTH,

Chris

[anchoudh]

Hi Michael,

Please make sure to select the Enabled (for specific duration interms of seconds) option for the Wrapup time* parameter under these specific CSQ's (UCCX->Subsystmes->RmCm->Contact Service Queue) and than check the behaviour.

Automatic Work

Determines whether agents in this CSQ automatically enter Work state after a call.

Options are:

EnabledCauses the agents to go into Work state automatically when a call ends.

Disabled (default)Causes agents to enter Ready or Not Ready state when a call ends, depending on the Automatic Available setting for the agent.

Note: Also be aware of the "Automatic Available" settings under each Resource settings.

Automatic Available

Accept the default (Enabled) to automatically put the agent into the Available state after the agent finishes a call and disconnects.

Note :    When a logged on agent in Ready, Not Ready, or Work state answers a call, the agent's state is subject to the Automatic Available setting. 

Hope this helps.

Anand