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Cisco Bug: CSCvs05193 - Wrap Up Time goes to 0 - Does Not Transition to Ready or Not Ready

Last Modified

Mar 04, 2020

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

11.6(2) 12.0(1)

Description (partial)

Incorrect Wrap Up Time shown with call ends.

When Wrap Up Time is changed in the Agent Desk Settings while agent is logged in to Finesse Agent Desktop, the new Wrap Up Time is displayed when an Agent completes the call however,  the old time is used.

If Wrap Up Time was 60 and changed to 10, Wrap Up time will count down from 10 to 0 and will stay in Wrap Up time for another 50 seconds, showing 00:00:00.

If Wrap Up Time was 10 and changed to 60, Wrap Up time will count down from 60 to 50 and then transition to Ready or Not Ready (whichever the customer has set).
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