The Automatic Work and the Wrap-up Time can be configured for an
Integrated Call Distribution (ICD) agent in this scenario:
The agent is in the Ready state and ready to accept the next call. A
call is routed from the queue to the agent. The agent accepts the call, works
on the call, and then ends the call. You can configure a wrap-up delay at this
point in order to allow the agent to work or perform wrap-up duties before the
next call is accepted. After the delay ends, the agent automatically goes to
the Ready state and is ready to accept the next call. Automatic Work determines
whether agents involved in agent-based routing automatically move to the work
state after a call and Wrap-up Time determines how long the agent can stay in
the work state. This document discusses how to configure the Automatic Work and
the Wrap-up Time for the ICD agent in Customer Response Solutions (CRS) version
Note: You cannot configure a wrap-up delay for an agent in CRS versions
earlier than CRS 4.0 and in CRS 4.x Standard Edition. This is a new feature
which is introduced in CRS 4.0. However, for the earlier versions and for CRS
4.x Standard Edition, there is a workaround that
allows the agent to automatically have a delay before the next call is
Cisco recommends you have knowledge of these topics:
The information in this document is based on Cisco CRS version 4.x.
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Refer to the
Technical Tips Conventions for more information on document
In order to configure the agent to automatically move to the work state
after a call and to configure the Wrap-up Time for the agent to stay in the
work state, you need to:
Enable Automatic Work and set the Wrapup Timer
at the Contact Service Queue Level.
Enable Automatic Available on the
Complete these steps in order to set the Wrap-up Timer on the Contact
Service Queue (CSQ):
From the CRS App Admin, choose Subsystem >
Rmcm > Contact Service Queue and select
the queue for which you want to configure wrap-up delay:
Under the Contact Service Queue Configuration, you can set the
Automatic Work as Enabled which allows the agents in this CSQ
to automatically move to the Work state after a call.
If this value is set to Disabled, it causes the
agent to enter the Ready or Not Ready state when a call ends, depending on the
Automatic Available setting for the agent.
Set the Wra-up Time as Enabled and enter the
wrap-up delay in seconds.
When Wrap-up Time is enabled, it causes the agent to go into the
Wrap-up state automatically when a call ends and the length of the time the
agent is in the Work state is determined by the wrap-up time period (greater
than 0 seconds but less than 7200
Click Next and then Update.
Note: Even if you have configured the Wrap-up Time as
Enabled with the time in seconds, it does not work unless
Automatic Work is also set to Enabled.
Complete these steps in order to enable Automatic Available on a
From the CRS App Admin, choose Subsystem >
Rmcm > Resources and click on the resource
for which you wish to configure the Wrap-up timer.
Set Automatic Available as
Note: If both are configured, Automatic Work in the Contact Service
Queues Configuration overrides Automatic Available in the Resources
Configuration. No matter what the Automatic Available setting is, if Automatic
Work at the CSQ level is set to enabled, the agent goes into the Work state
after it terminates the call. If Automatic Work under CSQ is disabled, and
Automatic Available is enabled under that agent, the agent is pushed to the
Ready status after the call. If Automatic Work under CSQ is disabled, and
Automatic Available is disabled under the agent, the agent is pushed to a
Not-ready status after the call.
With CRS 2.x, 3.x, and 4.x Standard Edition, there is a workaround
that allows the agent to automatically have a delay before accepting the next
call. In order to do this, modify the Interactive Voice Response (IVR) script
as this procedure shows:
On the IVR script that you use to route the calls from the queue to
an agent, find the Select Resource Step and change the Connect property to
Under the Select Resource step you modified, there is a Selected
step. Add a Delay step. The time should be the Wrap-up Time
you want to configure. For example, 30 seconds. Then add a
Verify in the CRS App Admin that all ICD resources have Automatic
Available set to Enabled.
Verify in the CRS App Admin that all the ICD CSQs have Automatic
Work set to Disabled.
This list details the behavior of the agents once the configuration
steps outlined in this document are done:
The agent ends the previous call and goes into the Ready
The agent is selected to accept the next call, and the agent is put
in a Reserved state.
The IVR script hits the 30 second delay. This gives the agent 30
seconds in the Reserved state.
After the delay ends, the call is routed to the
There is currently no verification procedure available for this
Complete these steps in order to force the wrap-up window not to
disappear until the agent select wrap-up data:
Go to the Contact Service Queue configuration page and enable
Automatic Work and Wrapup Time. Click
Go to the Cisco Desktop Work Flow Administrator and choose
Locations > Call
Expand Work Flow Configuration > Work
Click Wrap-up Data and uncheck Enable
automatic state change.