I believe After call wrap-up time applies only to call queues. If your users are also receiving calls to their direct numbers it would still ring them. Would have to check the Reports > Call logs > Detailed view and confirm that is the case (or just ask them).

If your users are actually getting calls through the call queue during the wrap-up time, this would seem like a bug.

I am having the exact same problem. My Customer Care queue agents are getting queue calls and reporting that they often immediately receive another call as soon as they hang up. The system seems to be ignoring the 3 minute After Call Wrap-Up time that I’ve set. Their workaround is to go into DND. How can we fix this?

​@Ken13 
there’s a good chance that wrap up isn’t working for you because of a user error/misunderstanding how it works. If you want to solve this issue I recommend you have 1 of your Customer Care agents share screen with RC support and reproduce the issue for RC support to see. They should be able to instantly tell if you are doing something wrong… and if RC support doesn’t notice any user error then they can troubleshoot it.