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Joined: Nov 2007
Posts: 25
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Joined: Nov 2007
Posts: 25 |
Question for you guys on a UCD distribution call. i have a 7400 that has 8 people in a UCD sales group. Call comes into group, if all agents are busy, it drops into the que. Once the agent is finished with the call, the call in the que cannot be transfered to the available agent until 9 seconds later- ie, a 9 second "wrap up timer" must be fulfilled before the call is transfered to the next agent. is there a quicker way to do this? Programming would not allow a timer less than 9 seconds for this transfer. i would like to have a 4-5 wrap up. 9 seems a little excessive.
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Joined: Jan 2007
Posts: 197
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Joined: Jan 2007
Posts: 197 |
I have tried this myself and the wrap-up timer can be reduced to 000secs and maximised to 250 secs.
It could be a software issue. what level are you running?
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Joined: Oct 2007
Posts: 157
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Joined: Oct 2007
Posts: 157 |
I agree and I'm sure the default is normally 2sec, if you cannot change it via pc then try it from the phone programming.
Samsung, Ericsson, NEC, Nortel Certified Installer
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