SAP Knowledge Base Article - Preview

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


  • 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



SAP Contact Center 7.0


SAP Contact Center, on-premise edition 7.0


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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