# Enable Shared Wrap-up Time Across Queues

Agents who belong to several queues need breathing room after a call to finish notes, dispositions, and other post-call work. Normally that wrap-up time only protects the queue the call came from, so a second queue can still ring the agent mid-task. Turning on shared wrap-up time extends the wrap-up window across every queue the agent is a member of, so no queue interrupts them until the period is over.

:::note
Wrap-up time is the short pause an agent gets after ending a call before the system offers them the next one. This setting does not set that duration. The length is configured on each queue individually. Shared wrap-up only takes an agent's existing wrap-up value and applies it across all of their queues at once.
:::

## Before you begin

Your PBX (Private Branch Exchange, the phone system that routes your calls) must be running firmware version 84.19.0.110 or later.

:::caution
On older firmware the **Shared Wrap-up Time Across Multiple Queues** option will not appear on the page. Check the firmware version first. If it is below 84.19.0.110, update the PBX before continuing.
:::

## Turn on shared wrap-up time

1. Sign in to the PBX web portal and open **Call Features > Queue**.
2. At the top of the page, select **Options**.

   :::note
   **Options** at the top of the Queue page holds system-wide queue settings. The switch you set here applies to every agent in every queue, not to one specific queue or agent.
   :::

3. Set **Shared Wrap-up Time Across Multiple Queues** to **Enable**.

   ![Queue options panel with the shared wrap-up time setting switched on](/images/pbx/synchronize-break-time-1.png)

4. Select **Save**, then **Apply**.

   :::caution
   The change does not go live until you select **Apply**. Selecting **Save** alone keeps the setting pending, and agents will keep receiving calls from other queues during wrap-up.
   :::

## What changes

Once enabled, whenever a multi-queue agent finishes a call, the wrap-up time defined on that call's queue applies to all of the agent's queues at once. Throughout the wrap-up period, no other queue will route a new call to the agent.

:::tip
The shared window uses the wrap-up value from the queue the call came in on, which can differ from queue to queue. If you want agents to get a predictable break no matter which queue rings, set the same wrap-up duration on every queue an agent belongs to.
:::

## Example

The following scenario shows the behavior in action. Agent A is a member of both Queue-1 and Queue-2. Call-1 arrives on Queue-1, and Call-2 arrives on Queue-2.

![Timeline showing a Queue-2 call held until the wrap-up time from a Queue-1 call ends](/images/pbx/shared-wrap-up-time-example.png)

1. Call-1 comes into Queue-1, and Agent A answers it.
2. When Call-1 ends, Agent A begins the wrap-up period defined on Queue-1.
3. While that wrap-up is still running, Call-2 arrives on Queue-2.
4. If Call-2 is routed to Agent A, it holds until the shared wrap-up period finishes (the value set on Queue-1, now honored across Queue-2 for this agent). Only then does Call-2 ring Agent A to be answered.