• Contents

Assign Codes to an Incoming Interaction

Requirements: See Working with Account and Wrap-Up Codes.

You can assign Account codes and Wrap-Up codes in the Interaction Properties dialog box. You can also assign these codes in some interaction windows and in the Interaction Information view.

To assign an account code to an incoming interaction:

  1. Select the incoming interaction and click the Pickup button, or pick up your telephone handset.

  2. Do one of the following:

    • Right-click the interaction and choose Properties from the menu that appears.

    • Click the Properties button.

Result: The Interaction Properties dialog box appears.

  1. In the Interaction Properties dialog box, click the arrow at the end of the Account Code field and select the account code you want to assign to this interaction.

  2. Optionally, if your CIC administrator configured Wrap-Up codes, you can assign a Wrap-Up Code in a similar fashion.

Note: If you don't assign a code during an interaction on a queue configured for Wrap-Up codes, you can be prompted to assign one when your part of the interaction ends. For more information, see Understanding Wrap-Up Codes.

  1. Click the Close button in the upper right corner of the Interaction Properties dialog box.

Result: The account code you assigned to the interaction appears in the Account Code column of your queue.

Related Topics

Assign Codes to an Interaction

Understanding Account Codes

Understanding Wrap-Up Codes