Finesse 12 Force Wrap-up Config

[marulraj1]

Hi All,

I am trying to configure Finesse Force Wrap-up in UCCE 12 Environment. I am not finding any detailed documentation on Cisco guide. Tried making changes to the Agent Desk settings but it didn't work.

 If anyone has configured this feature, please assist.

Configuration Information found Finesse Admin Guide:

Force Wrap-Up Reason

If the Force Wrap-Up reason is configured, the agent must select a Wrap-Up reason before changing the state after the call ends. The agent cannot change the state until the Wrap-up reason is applied. The Wrap-Up reason can be selected during the call or after the call ends.

Note:
                                The Force Wrap-Up reason is enabled by default. Use the CLI commands to disable and enable this feature. For more information, see Desktop Properties.

Desktop Properties

Force Wrap-Up Reason Use the following CLI commands to enable or disable the force wrap-up reason.

• To enable: utils finesse set_property desktop forceWrapUp true
• To disable: utils finesse set_property desktop forceWrapUp false

Thank you in advance!

Pravin Raj

[bill.king1]

What happens? The agent goes into wrap up and uses the timer you have set, but it doesn't force them to use a code? Something else?

[marulraj1]

It allows agent to change the state without selecting the Wrap-up Code. Its doesn't force the agent to select the wrap-up Code  

[bill.king1]

You mention UCCE, but it looks like there are PCCE defects/ES for this issue in version 12 in case it helps you?

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvn92277