IP Office Technical Tip

IP Office Contact Center - Calls may disconnect when transferred to a queue

This Technical Tip is to advise customers of a potential issue if the IP Office Wrap Up and the IP Office Contact Center (IPOCC) are configured incorrectly.

Any IP Office users configured as IPOCC agents must have their Wrap Up time programmed to be less than the Wrap Up time configured in the IPOCC topic. Typically, the wrap up time in IP Office should be less than 10 seconds. If these timers are not set up accordingly, calls into the queue may drop or be disconnected.

The Wrap-up time setting for an IPOCC agent record in the IP Office configuration is shown below:

The Wrap Up time setting for an IPOCC Topic is shown below: