Specifications

Using Agent Toolbar Assigning Wrap-Up Codes
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ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 22
Assigning Wrap-Up Codes
Wrap-up code is a description of the outcome of a call in wrap-up state. By assigning a wrap-up code,
you specify the outcome of the just completed call.
Complete the following steps to assign wrap-up code:
1. From the Agent Toolbar, click Wrap-Up Code.
If the Wrap-Up Code button is programmed with a specific code, the code is assigned to the call.
2. If the Wrap-Up Code button is not programmed with a specific code, the Wrap-Up Code dialog
box appears. Use the dialog box to select the code from the drop-down list.
3. Click OK.
For information about changing the programmed code or being prompted for a code each time you
click the Wrap-Up Code button, refer to Programming Buttons on page 34.
Not Entering a Wrap-Up Code
In your call center, you may be required to provide a wrap-up code before answering the next incoming
call, even if you are logged out of a group. However, there may be instances in which you need to
move onto the next call without entering a wrap-up code. For example, when the caller hangs up
immediately after you answer the call.
In this instance, you can avoid entering wrap-up code for a call by either exiting Agent Toolbar, or by
logging out of your primary ACD group or the ACD group that routed the call.
Assigning a Release Code
Release code is a description of the reasons for being in the Release state. By assigning a release
code, you identify the reason you are currently in the Release state.
Complete the following steps to assign a release code:
1. From the Agent Toolbar, click Release with Code.
If the Release with Code button is programmed with a specific code, the code is assigned to the
call.
2. If the Release with Code button is not programmed with a specific code, the Release with Code
dialog box appears. Use the dialog box to select the code from the drop-down list.
3. Click OK.
For information about changing the programmed code or being prompted for a code each time you
click the Release with Code button, refer to Programming Buttons on page 34.