"Hard phone" wrap up time

[J.Smith]

Hi everybody!

Does anybody know how to modify the wrap-up time for a hard-phone? There's any parameter in the T-Server to modify it?

I've that question because some of our agents are using a custom soft-phone where we can modify that after-call-work time, but some other are working directly on the phone, and they think that the time they have is a lot.

Thanks a lot!!

[cavagnaro]

Uh?
Which PBX are you using?
On each agent on CME there is a wrapup time option.
Also on the TServer but for some kind of agents (emulated).
Those agents that use a softphone must log on somewhere, a sip phone? a hardphone? How is their Wrapup (ACW) time handled?

[J.Smith]

Hi!

The PBX we are using is an Avaya.

We've tried to modify the wrap-up time option for agents and the T-Server parameter, but in hard phones, the time for wrap-up seems not to vary

Thanks!

[Fra]

If you are not using any agent desktop for those agents, Tserver can't help you... 
To my knowledge for an Avaya switch the only thing that may help you is the TACW - Timed After Call Work - that puts the agent into the ACW state after an ACD call; when the configured timer has expired, puts the agents back into the ready state.
Note that this is NOT configured on the phones, but on the VDNs/hunt groups the call passes through.