I use IP Office 11 with Xima Chronicall. We have call center agents with 4 min wrap time (Which is needed to close the call with a member). However the counter resets even when calling a co-worker internally or making outgoing calls. Can the wrap only be set for incoming call center calls? For example if they are 3 min into their wrap time and phone reception to ask a question, their wrap time resets back to 0 and now have to wait 4 min before being able to accept a call.
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Can you have no 'wrap time' when doing outgoing calls?
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