Environment support: Asterisk
Enable General Wrap-up Time Feature
Location: Configuration > General > Screen Pop > Agent Feature > General configuration session
Checkbox: Enable Wrap Up Time
Enable wrap-up time feature for each skill and configure time wrapup
Prerequisite: [General Wrap-up Time] is enabled
Location: Configuration > General > Screen Pop > Skill Extension
Enable feature for skill:
Setup Wrapup Time (Seconds)
Exception: Currently, the feature still has exceptions that cause the change status to After Call Work to be incorrect.
- Warm Transfer: If device transfer is the skill the system will change the status of the first agent to ACW and can't complete the warm transfer
- Conference: If the caller number is internal, when the caller hangup call, the first agent will change the status to ACW