We have and issue with personnel call back functionality with Gplus and genesy. Below are steps with issue details
a)to accept callback (OCS dials and agent is connected to call)
b)To reject call (OCS reset record to be dialed like new)
My issue is why the 'personnel callback' is getting triggered if the agent is in Wrap Up mode. No event should be sent to SAP if the agent work mode is either in-call or wrap-up.
Please let me know if any addtional info is req. Attached is the screenshot for details