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  • 1.  Increase Wrap Up Codes Keypad Wait Time

    Posted 10-14-2021 03:45

    Good Day,

    We would like to ask is there a way we can increase the default settings of Keypad Wait time on on wrap codes from 60secs to more than as the client has 100+ of wrap up codes and some time agent unable to to select it.

    We already engaged the business about this to reduce thier codes but those codes are all needed for them.


    Dan Kenneth Sta Iglesia
    Perfect Presentation Telecommunication

  • 2.  RE: Increase Wrap Up Codes Keypad Wait Time

    GCAP Member
    Posted 10-15-2021 11:56

    Hi Dan, this is a workgroup level setting so you would need to adjust in each one using Wrap-up Codes.  You can find that in the Workgroup container as seen in this image below.

    Hope this helps.

    Raymond Hicks
    Sutter Health

  • 3.  RE: Increase Wrap Up Codes Keypad Wait Time

    Posted 10-15-2021 23:21
    Dear Raymond,

    Thanks for that information but we already tried that but the maximum is till 60secs only and our client wants to have it like 2mins or 3mins as they have like almost 200 wrap up codes


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  • 4.  RE: Increase Wrap Up Codes Keypad Wait Time

    Posted 10-19-2021 11:00
    You have a couple options.
    1. is modify the base handler:  System_WrapUpRequest and in step 37 the timeout hard code it
    2. use the customization point CustomWrapupRequest (reccomended over step 1) and basically copy all the base logic but hard code the timeout again.
    (toR(GetAt(lsWGAttributeValues, Find(lsWGAttributeNames, c_sWGAttributeKeyPadWait, 0))) > 0.0)  just set this as toR(121)

    3. modify the option in DS the system will support a higher number but IA has a limit.

    You will see IUA reflects this change but now you can't save any workgroups changes with this value as it will error like it did when trying to set it via IA.

    Now the most important part call deallocation is 120 seconds so anything longer than that will not be written to DB with out adjusting call de-allocation.

    You can extend the deallocation time per interaction by setting the interaction attribute "Eic_DeallocationTime". This specifies the time (in seconds) for de-allocation to occur after disconnect. The default is 120 seconds. The maximum is 3600 seconds.

    You may do this in attendant or in a handler like custom incoming call etc,  I am unaware of any setting or server parameter to change this globally.

    ryan hedlund

  • 5.  RE: Increase Wrap Up Codes Keypad Wait Time

    Posted 10-21-2021 12:57
      |   view attached
    Uploaded my comment as a word doc as well with the screen shots for reference.

    ryan hedlund