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switch, Amanda cannot automatically know when the agent hangs up.
The agent must therefore push one of the Wrap-up, Available, or
Unavailable buttons, or Amanda will continue to believe that he or she is
with a caller. Unfortunately, agents may forget to do so at the end of the
call. If this box is checked, then CallQ Agent will periodically remind the
agent that they should press Wrap-up if they have finished with their call
(every 5 minutes).
Enter wrap-up comments If checked, then when the agent goes into wrap-up,
a dialog box will appear in which the agent can enter free-form text with
commentary about the call that just ended.
Top most application If checked, then the CallQ Agent will remain “topmost”
when it is running, so that the agent can always see the information that
is being displayed.
Custom Parameters This is where users can add custom column names
containing additional information about the call. When you double click
on the call it will popup a call properties dialog with the field names in
the left column. These are the available field names that must be exactly
entered in the display dialog for them to show up, if not already there. A
good example of this is the custom parameter “CallerId_Name”. Adding
this custom parameter will add a new column that will display the caller
id name of the caller (this is case sensitive, and must be entered exactly
as shown).
Note: It’s important that CallQ Agent and the Amanda Portal server be setup
with the same time in order for CallQ Agent to accurately show call times when
calls are in queue.
5.6 Wrapup Comments and QCodes
Manual Wrapup
After an agent answers a call, that call is displayed in the queue (with
the agent “on call”) window until the agent either clicks “Do Wrapup” or
Make Available” (if the queue is setup for manual wrapup’s and not
automatic). Clicking “Do Wrap-up” will either automatically wrapup the
call (removing it from the queue) or if enabled a wrapup comments dialog
box will appear.
The creator of the call queue can specify a maximum allowed wrap-up
time for each agent, if “Allow Wrap-up time” is enabled in the queue
settings. Otherwise, if you click “Make Available” then you are considered
to have ended the call you are moved immediately to the “Available” state
again; this always happens when the queue does not have the “Allow
Wrap-up” queue setting enabled. If you do a wrap-up and finish before
