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  • Wrap-Up issue

    Is there a way to disable the wrap-up feature? Our operator put herself in wrap-up mode and never took herself out. We had people calling stating that they where basically stuck in AA. With this being a Health Care facility, we can't have that.
    Also, is there a report or a way I can tell when she put herself in wrap up mode?

  • #2
    Yes, on the Work Group, just set the timer to '0'.

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    • #3
      If it becomes a problem, change the call manager to the personal, then she'll lose the ability to change the Agent state (along with some other features though).

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      • #4
        The code for call manager has a check for if wrap-up mode is allowed. I don't yet know what controls it. This setting could disable the option for manually going into wrap-up mode.

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        • #5
          I know that Agent Call Manager isn't allowed to "Self-Wrap", they don't get a wrap-up button on the handsets, only Supervisor or Operator get to manually wrap-up. Perhaps that is the check that PCM makes?

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