Call Wrap-Up Time configuration

The Call Wrap-Up Time is configured in combination with the Presence State. Configuration settings may differ depending on the telephone system selected.

To use Call Wrap-Up Time, three configuration settings are required.

•Specify Call Wrap-Up Time in seconds - this defines the duration of the wrap-up time

•Active Call - Change Presence State - this will automatically change presence states during and after the call

•Define a Presence State with Status Code 9

These settings will update the Live Agent Dashboard with the corresponding presence state information.

If your phone system should go during call wrap-up time in a Do not Disturb (DND) mode, you need to configure the correct Reason Code for your phone system.

The Call Wrap-Up Time is configured in combination with the Presence State.

To use Call Wrap-Up Time, the following configuration settings are required.

•Specify Call Wrap-Up Time in seconds - this defines the duration of the wrap-up time. If the value is set to 0, Call Wrap-Up Time will be turned off.

•Active Call - Change Presence State - this will automatically change presence states during and after the call

•Min waiting time for next call (sec) - sets a waiting period for not receiving calls until the presence status is synced with the phone system. The value should be lower comparing to the Call Wrap-Up Time.

•Prolong Call Wrap-Up Time - after clicking on the icon  in the CTI Data Connector SoftPhone, the Call Wrap-Up Time will be prolonged for the configured number of seconds.

•Max Extensions - defines the limit on how many times the user can prolong the Wrap-Up Time

•Define a Presence State with Status Code 9

These settings will update the Live Agent Dashboard with the corresponding presence state information.

If your phone system should go during call wrap-up time in a Do not Disturb (DND) mode, you need to configure the correct Reason Code for your phone system.