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Cisco Bug: CSCvi63163 - DOC: Wrap-Up and Pending State Behavior

Last Modified

Jun 25, 2018

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

10.6(1) 11.0(1) 11.6(1)

Description (partial)

The UCCX Administration Guide Finesse chapter "Wrap-Up Reasons" section incorrectly specifies the following:
If an agent is configured for wrap-up and selects a pending state during a call, when the call finishes that agent goes into wrap-up and not the pending state selected during the call. The agent can end wrap-up by either selecting a new state (Ready or Not Ready) or letting the wrap-up timer expire. If the agent selects a new state, the new state overrides the pending state selected during the call. If the wrap-up timer expires, the agent transitions to the pending state.

UCCX Administration Guide
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