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Working with Account and Wrap-Up Codes

If you have the appropriate rights, you can assign account codes to interactions. These account codes are useful for reporting and billing purposes. For more information, see Understanding Account Codes.

Requirements for Assigning Codes:

To display Account Code fields, you need the View Account Codes Access Control right.

To assign an Account Code to an interaction, you need the Account Code Verification Security right.

To see the Advanced Dialing Options dialog box, enable the Add account codes or workgroup when dialing configuration option in Calls Configuration

To display the Account code and Wrap-Up code columns in My Interactions, you need the View Queue Columns Access Control right.

To assign a Wrap-Up code, you must be a member of a workgroup for which Wrap-Up codes are configured and active.

Administrators can create and configure Account Codes in Interaction Connect.

Requirements for Configuring Account Codes:

To display the Account Codes view, you need the Master Administrator right or Administrator Access rights to at least one account code.

If you have Administrator Access to All account codes, you can view, edit, delete, or add any account code.

If you have Administrator Access to only the account codes in selected Access Control Groups, you can view, edit, delete, or add account codes only for those Access Control Groups.

If you have Administrator Access only to selected account codes, you can view, edit, or delete only those account codes. You cannot add any account codes.

This section provides background information on account codes and Wrap-Up codes and how they are used in this CIC client.