Wrap up without call

[phuongdt]

Hi everybody,
I have a problem with IPOCC 9.0.3. Please help me.
My IPOCC have 12 voice Agent and 1 Sup with two group. In Group 1, I have 8 agent. In group 2 I have 4 agent and Sup in two group.
When agent login to system, the last agent log in will be wrap up without call status. although, I don't config wrap up in my system. I don't know hơ to fix it.

[oiduran]

Hi there, could you take screen shoot to topic configuration?

[fullma]

Having the same issue. Its likely a problem with not with wrap up but the call getting turned into a non-ACD call. Open a SR with Avaya support.

[phuongdt]

my topic config

[kruegerb]

When agent set into state manual wrap up the most possible reason is that not enough voice agent license are in the system

[phuongdt]

I think I have enough voice license. I buy 12 voice agent and 1 supervisor and I also active 12 agent and 1 sup

[kruegerb]

Has the supervisor task type voice? If yes, after login the supervisor consums also a voice licence

[phuongdt]

yes. supervisor task type voice, but supervisor license include voice license. before, it is no problem

[kruegerb]

Please verify in WebLM which and how many licensss really installed

[phuongdt]

In WebLM, I see
VALUE_CIE_CC_MONTELUSER (Number of concurrent User with Extended Voice)<Value>12</Value>
VALUE_CIE_CC_USER_VOICE</Name> <DisplayName>Number or concurrent Inbound Voice User</DisplayName> <Value>12</Value>

I don't understand, why in supervisor license include voice license, but in WebLM only have 12 voice license is actived?
Could you please help me @kruegerb

[kruegerb]

In the superviser package are only supervisor and teamleader license included. I know the documentation said voice is included. But there is an issue in the licence generaring process. Please contact product manager to get a solution for your system.

[phuongdt]

the partner help reply for me "The supervisor license consists of all the features including voice".