Wrap Up Codes

[Bucky101]

I have an IP office with VMPro. I need to setup the system so AFTER the call has been complete the agents are prompted to enter in a wrap up code. I need to do the same thing for the outbound agents.
If I set force account code on the users I have noticed they must enter the account code BEFORE the call can be made. I have also noticed the Account soft-key disappears when the other end hangs up which is a problem as the agents don't know what account code to use until the call has been completed.
I also need this to be able to be reported on via CCR

 

[hairlessupportmonkey]

Account codes dont invoke a wrap up?

you might be thinking of the After Call Work?

 

[Bucky101]

no account must be typed before you dial out.

what/where is After Call Work?

 

[sizbut]

what/where is After Call Work?" - In the CCR help and documentation!

 

[tlpeter]

Why do you want to use codes before and after dialing ?


Homo sapiens non urinat in ventum

honey, i fried the IP Office !!!

Sarcasm, it's only one of the services I offer.

 

[hairlessupportmonkey]

Yikes, Im confused. this is in the KB - l33t copy n paste.

you see I RTFM.

Wrap Up

For all phone users, the IP Office phone system normally applies a short delay, by default 2 seconds, during which the user is indicated as still being busy to further calls. The main function of wrap up is to allow analog phone users who have just finished a call the opportunity to start dialing a short code or to start making a call before another incoming call is presented to them.

For users set as agents, the period of wrap up applied to their phone is reported as their being in After Call Work state. If the agent is also set for automatic after call work, the wrap up period is applied first and then the automatic after call work period is begun.

After Call Work

After Call Work indicates that the agent is not available to receive queue calls while they perform some other call related activity. Typically this is used for activities such as call records and data entry that need to be completed before handling another call. A number of controls are available for After Call Work. Agents can be configured to be automatically put into ACW state after a queue call or else they can manually select to enter the state when required.

Note: The Wrap-Up feature briefly applied to the end of all calls including queue calls is also reported as After Call Work state.

Account Codes

icon large account code


Account codes are commonly used to control cost allocation and out-going call restriction. The account code used on a call is included in the call information output by the system's call log. Incoming calls can also trigger account codes automatically by matching the Caller ID stored with the account code.

Once a call has been completed using an account code, the account code information is removed from the user's call information. This means that redial functions will not re-enter the account code.

The maximum recommended number of accounts codes is 1000.

Authorisation Codes

Authorization codes are not shown by default. Manager must be modified in order to support authorization codes. Similarly in order to record authorization codes used with calls in the IP Office SMDR, the IP Office Delta Server software must be modified.

Each authorization code is associated with a particular user or user rights set. The user or users associated with the user rights, can then dial numbers which are set to trigger forced authorization code entry. Once a code is entered, the short code settings of the user or user rights with which the code is associated are used to completed the call.

This can be used to allow authorized users to make otherwise restricted calls from any extension without first having to log in to that extension and then log out after the call. Authorization code usage can be recorded along with the call details by the IP Office Delta Server in its SMDR output, including valid/invalid code entry and the code used.