Dial an Agent on WrapUp

Go ahead, shoot for the feature requests, and if anyone knows the solution, they will share it with you. If there is a lot of people who request something, I will make a marketing request directly with Alcatel. A good idea would be to create a poll with each request. Alcatel-Lucent is aware of this forum.
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Does your customers need or would like to call an agent on ACW Status?

Yes
13
76%
No
3
18%
Don't know
1
6%
 
Total votes: 17
knightr1der

Re: Dial an Agent on WrapUp

Post by knightr1der »

multiline is a solution from what I understand of Oliverhe post. :shock:

The rest was about CTI call routing to agent in wrap up (i think) which doesn't make sense to me. :?
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cavagnaro

Re: Dial an Agent on WrapUp

Post by cavagnaro »

Hum yeah, without CTI it is easy, however on a Genesys/CCA main enviroment it wil not work as agents are forbidden (at least we do so) to use hardphones, all must be used using softphones.

Will read more on that multiline issue for agents on docs...
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janisk

Re: Dial an Agent on WrapUp

Post by janisk »

Hello,

Could we reanimate this old topic?

I tried multiline solution with MultiLine + ACD Line and my agent can receive call in wrap-up state now. But there is no ringing on the phone. Does anyone know how to get some sound for received direct calls in manual wrapup state?

Thanks
Janis
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