werkon

Dear colleagues!

I have some feature to be implemented on Symposium Call Centre Server 5.0 and I do not know how to make it possible.

There is a Call Presentation Class in Symposium. This feature serves for matching of available agents with calls in the queue.

Call Presentation Class Properties window contents following option:
"After call, break for <n> sec" where <n> - integer variable (0-300).
This parameter allowing agent use this time to complete any processing related to the finished call, so called "post-call processing time". After specified time finished agent phone goes by itself to "Ready" state for incoming calls receiving.

The question is:
Is it possible to make agent phone set to stay in post-call processing state for longer not-fixed period of time and allowing agent to take phone out this state to "Ready" state by single button click?
Whether it possible by means of Call Centre scripting?

P.S.: One solution proposed was to use activity codes. I.e. after customer call is finished agent dials "post-processing" activity code, makes any processing of this call (database query, etc) and after that switches its phone to "Ready" state. This solution is not convenient for agents so may be there is another more elegant answer.

Regards
Dima