Over-riding Wrap up times ???

[JMS2469]

Hi - Is it possible for an individual to over-ride their Wrap up time ????

For example we have a 40 second wrap up time which usually works fine but if there are calls in the queue and someone has just finished a call they will not receive another one for 40 seconds which gets quite frustrating for them.

Is there a way (apart from I assume logging out and then back into the phones) of over riding this on an "as and when needed" basis ??

 

[DancingDave]

The only way I know would be to use a CTI app to override the wrap up time e.g. a Genesys softphone.

You used to be able to press not ready twice under MAX (assuming ISAP on the ACD-DN was set to NO), but I've checked with a colleague and neither of us think this works any longer.

Perhaps you could reduce the wrap up time and extend use of not ready with an appropriate not ready code?

 

[veg2go]

The user can end the break timer by pressing the not ready key twice.