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Timeouts for wrap states in VCC must be longer than after-conversation work time in Salesforce — if you give agents the ability to extend their after-conversation work time in Salesforce, make sure you also include this time. This will ensure that the agent is not in a ready state in VCC before they have finished their after-conversation work in Salesforce. If the agent is in a ready state in VCC, VCC may assign an interaction to them before they are ready in Salesforce.

You can configure timeouts for wrap states in various areas within VCC:

• Outbound call timeouts

  • Account level in Configuration (Account Settings). You should also leave the agent's state after wrap unchanged. For information, see Outbound Wrap-Up Time in  and Post wrap state/Post call state in  Editing Configuration (Account Settings).

  • User level in User Admin. For information, see Outbound Wrap Timeout in Configuring individual users. 
• Inbound call timeouts
  • Group level in User Admin for inbound calls routed by an Automatic Call Distributor (ACD) applet using longest waiting behavior. For information, see Maximum time in wrap state (s) in Configuring groups.
  • Call level in Interaction Architect for inbound calls routed by a Universal Contact Distributor (UCD) applet using skills based behavior. You should also leave the agent's state after wrap unchanged. For information, see Wrap timeout (seconds) and State after wrap in Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.

When an agent, who is using a desk phone, picks up their phone to answer a queued callback, they will hear ringing until the customer answers the call. However, the queued callback call appears immediately to be in the Connected state. During this time, the agent cannot hang up the call. Controlling the call is possible only when the agent is connected to the customer.