Auxiliary Codes

To create an idle or wrap-up code or to edit or delete a wrap-up or idle code that has been created for your enterprise:

Procedure

Step 1

From the Webex Contact Center Portal navigation bar, choose Provisioning

Step 2

Choose Auxiliary Codes.

The Aux Codes page appears. By default the system displays the Idle Codes. To view the list of list of wrap-up codes, select Wrap Up Codes at the top of the page.
Step 3

Click + New Idle Code or + New Wrap Up Code.

The Aux Codes Idle Codes or Aux Codes Wrap Up Codes page appears.
Step 4

Enter the following details and click Save.

Setting

Description

Name

Enter the code name.

Description

(Optional) Enter a description of the code.

Is Default

Select Yes or No to indicate whether this is the default code.

  • If this is the first idle or wrap-up code for your organization, you must make it the default. You can modify it later after you create more codes.

  • When you make a code default, the system overrides the existing default code. At one point, there can be only one default code each for Idle and Wrap Up.

You must assign the default idle and wrap-up codes in agent profiles. For more information, see Agent Profiles.

  • The default wrap-up code is used when the agent’s profile specifies Auto Wrap Up. Such agents do not enter wrap-up codes. Instead, they automatically go into the Available state after completing an incoming call and automatically go into the Idle state after making an outdial call.

  • The default idle code is used when the agent initially logs in and after the agent makes an outdial call if the agent’s profile specifies Auto Wrap Up.

Work Type

Select the work type you want to associate with this code.

Step 5

To display a list of wrap-up codes, select Wrap Up Codes at the top of the page.

Step 6

On the Idle Codes or Wrap Up Codes List page:

  • To add a new code, click New Idle Code or New Wrap Up Code.

  • To edit the settings for a code, click the ellipsis button to the left of a listed code and select Edit.

  • To delete a code, click the ellipsis button to the left of a listed code and select Delete. Then, in the confirmation dialog box, click OK.