Finesse Wrap Up Codes not Saving when Call is Transferred

[Ben Morgan]

Hey Guys,

 Using Finesse/UCCX 10.6.

Wrap up codes save ok if call is resolved locally.

Wrap up Codes save ok when call is blind transferred.

Wrap up codes do not save if call is consult transferred.

The green tick displays, all looks good, however the code just doesn't save to UCCX.

Anyone ran into the problem?

Cheers

Ben

[Deepak Rawat]

Hi Ben,

The feature is working as design. Please find below the snippet from Finesse Release Notes

Link to Finesse Release Notes 10.5(1), also valid for 10.6(1):

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1051/release/notes/CFIN_BK_R34A18D2_00_release-notes-for-cisco-finesse-1051.pdf

Regards

Deepak

[Ben Morgan]

The Wrap Up Code is applied during the call, so it meets the above criteria. Then the call is consult transferred..  However the Wrap Up code does not save.

But if I do the exact same process and then do a blind transfer. the Wrap Code saves.

Cheers

Ben

[Deepak Rawat]

By any chance, the agents facing this issue are CCX Administrators as well. Exact symptoms of the issue will help

Regards

Deepak

[Ben Morgan]

Thanks for responding Deepak.

The Agents that facing this issue are Agents only. I have not tested logged on as a Supervisor.

Scenario. (Logged in as Agent only)

1.Call is delivered to Agent from Script/Queue.

2. Agent Answers call ok and Wrap Up menu appears top right corner.

3. Agent selects wrap up code and clicks apply. The green tick is then displayed.

4. Agent initiates call transfer to another phone outside the UCCX system.

5. Agent introduces the caller to the destination party, then completes the transfer.

6. Wrap up code that was selected in step 3, is not displayed in the Agent's screen. The Wrap up Column is empty.

Repeat scenario to step 4.

5. Agent completes the transfer before the destination answers the phone.

6. Wrap up code is displayed on the Agent Finesse Screen.

Hope this helps.

Ben

[Deepak Rawat]

What happens if the agent does transfer to one of the CTI Route Points in UCCX and that way another agent (Agent B) gets selected for the call and completes the Consult Transfer.

Regards

Deepak
 

[Ben Morgan]

I'll get the customer to attempt this.

[Ben Morgan]

Call was transferred to CTI RP. Wrap Up Codes were not applied.

[Deepak Rawat]

I see, let me test this is my lab and get back to you.

Regards

Deepak