how program not ready state (manual wrap up)

[digitalg]

could someone tell me how to program not ready state (manual wrap up) ?

[schopdekar]

You can give privileges to Agent via enabling extend wrap-up.

Or are you looking to do it via some other way ?
When the Agent is not signed-in into groups, the agent is in Not ready state.

[digitalg]

when the agent has the UI open but not signed on on an agent group, the calls go to external destination, I want to keep my customer in waiting queue

In Nortel symposium, we had a button feature called Not ready, can we do the same thing with IPOCC ?

[george6]

Agents can press Wrap Up button for manual wrap up without call in the IPOCC User interface. So IPOCC will consider Agents are still available but wont the give the calls to those Agents. So Calls will get queued at the Topic. Agents can come out of wrap up by pressing again the wrap up button.