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  • 1.  Change the System Define Wrap Up Code

    Posted 3 days ago

    Good day.

    We currently have an ongoing deployment and received a question regarding the system-generated wrap-up code. Specifically, the wrap-up code "ININ-WRAP-UP-TIMEOUT" that is automatically applied by the system.

    We would like to ask if it is possible to modify or change this system-generated wrap-up code, or configure a different code when the wrap-up time expires.

    If this is configurable, could you please share any documentation or guidance on how this can be implemented in Genesys?

    Thank you in advance for your help.

     


    #Routing(ACD/IVR)

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    Jemuel Luke Trajano
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  • 2.  RE: Change the System Define Wrap Up Code
    Best Answer

    Posted 3 days ago
    Edited by Jason Kleitz 2 days ago

    Unfortunately, it's not possible to change it, and Genesys has already stated that it will not be implemented.

    https://genesyscloud.ideas.aha.io/ideas/INB-I-1284

    My suggestion is to create a trigger that will be activated when the "ININ-WRAP-UP-TIMEOUT" wrapup is present. In your workflow, you can change it via API to the wrapup that the client wants.



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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


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