We have been advised by our telecom team that we cannot set up limits to have agents made automatically available after a certain period of wrap time - say 30 sec. Then the phone would automatically be placed in available. We have had this capability in the past, but they "fixed" the system, aand now we don't. We are told this cannot be done and no call centre has it that way. I know it can be done with other switches but do not know how on Asdpect. Can anyone help?

It can be done will post when I get back in the office what version are you on by the way

We will be on 9.3 when the upgrade is complete. Not sure what version we are currently on, but we have had about 7-8 years.

If you use the Configurable option specifies that the supervisor can establish a time limit for the duration of the Wrap-Up state after an incoming call has been released or transferred. When Configurable is selected, an agent has a time limit associated with the Wrap-up state and can be forced to remain in this state for the entire wrap-up period. If an agent is forced into the Wrap-Up state for the entire wrap-up period, the agent device can be locked so that any keys pressed have no effect until after the specified time period has elapsed. At the end of the specified time period, the agent is returned to either the Idle or Available state, as defined by the current class of service.

If you select the Configurable option, type a duration for the wrap-up period. Valid values are between 5 and 3599 seconds; the default value is 10 seconds and the maximum time allowed is 59 minutes, 59 seconds. At the end of that time period, the agent is returned to either the Idle or Available state, as defined by the current Class of Service.