ACW after transfering an ACD call

[cavagnaro]

Hi guys,
I do remember we discussed this long time ago but can't find the post...

Scenario:

Agent A receives an ACD call
Transfers to agent B or to an external number
Agent should or shouldn't go to to ACW automatically??

I think yes, but can't make it work...because he still needs some time to work on his CRM or local system...

Any comments?

[patmul39]

Cav
Auto wrap is set in the pilot. The pilot could be the one recieving the call or being used by the PG for outbound calls. There's also a flag under PG management that's called "Outgoing ACD Call" - that should be validated if you want all outbound calls through a designated pilot in PG programming (Pilot Direct Call) to be considered as ACD calls.
The above done, it should work for you.

[cavagnaro]

Cool Patmul
Outbound would include calls to other Pilots /RSI?

[patmul39]

Calls to other pilots or RSI are considered as local calls.

[cavagnaro]

So no ACW, right?

[patmul39]

That's right, no wrap

[cavagnaro]

Yep. Saw an option to handle that with Genesys...will test it