Conditional Wrap - CTI...

[dass2]

Hi Guys,

We have a situation in the Contact Centre where people are now multi skilled and taking 2 types of calls. The problem is that a group that has been created only has one system configured wrap time which is set to 30 seconds. So the person may take a Sales call then have 30 seconds wrap which is great. Then the agent may take a Service Call and once again finish the call having only 30 seconds wrap which is no way near adequate to complete the notes...I am 99% sure their is no way to circumvent this using Aspect but think it could pss be done using some kind of CTI, i.e a bespoke application written in C etc which recognises the last call, maybe by DNIS and bases the wrap on this i.e 0080 set wrap to 30 seconds, 5529 set wrap to 2 minutes...Any help would be much appreciated.

 

[chris13]

Don't know for shure, but you might be on the right track... The fixed wrapup-time is defined by the agents clas of service. It is possible to assign a different COS to an agent using CTI. That was in times of the Application Bridge but as far as I understand the Contact Server API should offer the same features (and more). Have a look at the functions concerning outbound/dialer integration and inbound/outbound blending of agents.
But I think this change in class of service has to be done before(!) the call is signaled to the agent.