Wrap up time behavior

[jpatel]

I'm sure this is posted somewhere in the forums, but I didn't have any luck finding an answer. I needed some clarification regarding Wrap-up times.

I have a users where agents belong to 2 call queues and some of them on a ring group as well. Let's say John Doe x101 is in Main CQ, 2nd CQ and Main RG. Both Call queues have a 120 sec wrap up time. All queues and RG are on ring all polling strategy.

1.) If John Doe receives a call from the Main CQ, and he is under the wrap-up time, will he be able to receive calls from the 2nd CQ?
2.) If John Doe is under wrap-up time from a queue call, will he be able to receive calls from Main RG (ring group)?

I have a user who wants to be able to opt-out of wrap-up time sooner (I know that's a feature request), or just not be a part of the wrap-up time and still receive other calls if needed.

• 3CX Version, Enterprise Annual 18.0.2.314
• Server OS Debian? Hosted by 3CX
• Is the 3CX Server Hosted and where? Hosted by 3CX
• IP Phone Make/Model/Firmware version, Fanvil X7, X6U and X4U on firmware 2.4.12
• Provisioning Method: SBC to 3CX Hosted Cloud PBX
• Trunk Provider or VoIP Gateway Make/Model, Flowroute
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[ChrisC_3CX]

To answer your questions:

1.) If John Doe receives a call from the Main CQ, and he is under the wrap-up time, will he be able to receive calls from the 2nd CQ?

No, all Call queues will honor the wrap-up time of an agent regardless of whether the wrap-up time originated from a different Call Queue.

2.) If John Doe is under wrap-up time from a queue call, will he be able to receive calls from Main RG (ring group)?

Yes, Ring Groups ignore the Call Queues wrap-up time, so do all other calls that are not Queue calls.

I have a user who wants to be able to opt-out of wrap-up time sooner (I know that's a feature request), or just not be a part of the wrap-up time and still receive other calls if needed.

As you already know this is not possible so all I can do is recommend you upvote the feature request. Below is the one I could find with the most upvotes so do consider contributing to this one if you have not done so already:
https://www.3cx.com/community/threads/wrap-up-time.58591/page-2#post-360681

 

[VoIPTools]

The only other option is to set your extension to DND and have it automatically log you out of the queues. That gives the agent control over wrap up time, and applies to all queues, ring groups, and other calls, but it obviously impacts queue reports.