You need to go to Agent Desk Settings in ICM Configuration Manager on the AW workstation. There in the ADS, you can set the wrap up time as the number of seconds. Then, you can set Work mode on incoming as required or optional etc. Same for outgoing. After wrapup time, the agent will go to ready state. I don't think there is any setting to make the agent go notready after wrapup.
Hope that helps. Please rate posts
