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Enabling Wrap-up for Non-ACD Outbound Calls

Aug 19, 2011 01:19 AM PDT
Tom Hassan
Lily Systems Limited
Hi does anyone know if it is possible to enable Wrap-Up with/without Codes for an Agent dialling an outbound call(manually). The Wrap Up options stay grayed out when testing. The Customer is not using dial lists they are using their own CRM with Application Dialler to dial out.

The reason for asking is that the Customer has 1/3 incoming 2/3 outgoing call centre split and it would great if we could use Wrap on outgoing calls.

Mar 06, 2012 06:44 PM PST
Neovia Service Desk
Paysafe Group plc HQ
I am also interested in this - we have about the same breakdown of inbound vs. outbound calls, and our outbound calls are all manually dialled. We also have a handful of non-ACD inbound calls (i.e. calls sent directly to an extension). I am looking for a way to set the system to provide 30 seconds of wrap time after any non-ACD call.

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