Personnel Callback issue in SAP

Hi Gurus,

We have and issue with personnel call back functionality with Gplus and genesy. Below are steps with issue details

1. 1Outbound Agent logs in in Progressive withseizingcampaign
2. 2.Agent getsseizing call
3. 3.Agents gets Customer call
4. 4.Callback preview message is sent to SAP while agent in call withcustomer
5. 5.Agent hangs-up customer call
6. 6.Agent wrap-up call
7. 7.SAP displays Callback information--Accept button is blinking
8. 8.Agent chooses :

a)to accept callback (OCS dials and agent isconnected to call)

b)To reject call (OCS reset record to bedialedlike new)

1. 9.Agent processes call as anyother Outbound call

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

Thanks,

Bhushan