2630599 - External Agents unable to manually end wrap-up time | SAP Knowledge Base Article

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2630599 - External Agents unable to manually end wrap-up time

Symptom

  • Business requirement is to have a queue automatically request a wrap-up and wrap-up timer
  • Another requirement is to set the timer high enough to allow the agents the freedom to also end the wrap-up time before the allotted time threshold
  • The problem is that if there is an external agent serving in that particular queue, then this agent is not able to go into ready mode, hence is unable to take the next call

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Environment

SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition 7.0

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Contact Center, Telephony, e-mail, Chat, Communications , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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