I have a customer in a call center environment with a 500 processor on 4.2.17 software, and after an agent finishes a call we want them to have 30 seconds before the next call gets presented but the system is only giving a couple seconds. We see where we can change this option under the CCR Tab (used to be SBCC in 4.2.4) and we have changed it there but it doesn't seem to make a difference, of course we do not have a SBBC/CCR license, as its not even available until Release 5 Software. Is there some way to buff this time to 30 seconds?
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After Call Works issue
- Thread starter Bibbyboy
- Start date
kwing112000
Vendor
in the users go into telephony and adjust the wrap up time for each user.
Kevin Wing
ACS- Implement IP Office
ACA- Implement IP Office
Carousel Industries
Kevin Wing
ACS- Implement IP Office
ACA- Implement IP Office
Carousel Industries
HairySupportMonkey
Programmer
30 sec wrap up timer.... niiiiiiice..... ;-)
it is a phone system feature to keep the calls from coming to that agent before the wrap up timer is expired, the CCR will just log it differently.
The phone system will ensure that no call goes to that agent and in SSA you can watch it actually show all appearance buttons a busy wrap up until the time is up and then it will be idle or another call comes in.
Joe W.
FHandw., ACS
If you can't be good, be good at it!
The phone system will ensure that no call goes to that agent and in SSA you can watch it actually show all appearance buttons a busy wrap up until the time is up and then it will be idle or another call comes in.
Joe W.
FHandw., ACS
If you can't be good, be good at it!
CCR is available (as stated above) but is NOT needed for ACW to work. Only for reporting on the ACW states.
You don't have to program the ACW options under the SBCC/CCR tab but you can if you like. This only works on display phones (54xx/56xx etc) not the 2-line display phones (i.e. 4412, 6408 etc).
Pressing DND (Do Not Disturb On) will put you into ACW Automatic. Creating an ACW button will allow you to choose which ACW state (if you programmed them) you enter. If you set a Telephony>Wrap Up Time this will also put you into ACW Automatic. You can then use the ACW to override this and take you out of ACW to accept a new call before your wrap up time has expired.
Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office
"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford
You don't have to program the ACW options under the SBCC/CCR tab but you can if you like. This only works on display phones (54xx/56xx etc) not the 2-line display phones (i.e. 4412, 6408 etc).
Pressing DND (Do Not Disturb On) will put you into ACW Automatic. Creating an ACW button will allow you to choose which ACW state (if you programmed them) you enter. If you set a Telephony>Wrap Up Time this will also put you into ACW Automatic. You can then use the ACW to override this and take you out of ACW to accept a new call before your wrap up time has expired.
Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office
"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford
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