Hi everybody!
Does anybody know how to modify the wrap-up time for a hard-phone? There’s any parameter in the T-Server to modify it?
I’ve that question because some of our agents are using a custom soft-phone where we can modify that after-call-work time, but some other are working directly on the phone, and they think that the time they have is a lot.
Thanks a lot!!
Uh?
Which PBX are you using?
On each agent on CME there is a wrapup time option.
Also on the TServer but for some kind of agents (emulated).
Those agents that use a softphone must log on somewhere, a sip phone? a hardphone? How is their Wrapup (ACW) time handled?
Hi!
The PBX we are using is an Avaya.
We’ve tried to modify the wrap-up time option for agents and the T-Server parameter, but in hard phones, the time for wrap-up seems not to vary 
Thanks!
If you are not using any agent desktop for those agents, Tserver can’t help you… ;D
To my knowledge for an Avaya switch the only thing that may help you is the TACW - Timed After Call Work - that puts the agent into the ACW state after an ACD call; when the configured timer has expired, puts the agents back into the ready state.
Note that this is NOT configured on the phones, but on the VDNs/hunt groups the call passes through.