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.

1. 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
2. Conference: If the caller number is internal, when the caller hangup call, the first agent will change the status to ACW