Wrap-up Codes
Know what every call was really about.
Wrap-up Codes puts a popup on the agent's screen during each call. They pick one of your codes, add notes, and you report on the reasons for calls and their results.
- Unlimited codes of your own
- Inbound and outbound calls
- Export to PDF, Excel or CSV
What your agents record before they hang up.
The popup opens when the agent answers, and everything they enter lands in your reports.
- Wrap-up code
The code from your list that best fits the call, such as Billing, Sales or Support.
- Child code
A more specific code under a parent, such as Pricing under Sales or License Key under Support.
- Notes
The agent's own words about the purpose of the call and how it ended.
- User fields
Fields you create for your own details, such as a work order number.
- Call details
Filled in for them: the caller's number, the number dialed, the date, the duration and the queue.
One small window, right when the call is answered.
The Wrap-up Codes Client runs in the Windows system tray and starts with the computer. When a call is answered, the popup shows the call details, your codes, your user fields and a notes box.
- A code is requiredThe popup will not save until the agent selects a code, so every saved call has one.
- Filled in during the callNotes and user fields can be edited only while the call is in progress, so details are captured while the caller is still on the line.
- Stays in viewTurn on Show popup on top and the popup stays above the agent's other applications.
- Fix it later that dayAgent History lists the agent's calls for the day, and they can change the code or notes on any of them.
The agent's popup, with the caller's details panel and your codes, user fields and notes.
Turn every code into a report you can use.
The Reports screen lists each coded call with the agent, the caller, the call type, the queue, the notes, the code and the start and end time.
The Reports screen. Drag a column header up to group by it, filter any column, and export with the buttons at the top right.
- Filter and groupFilter any column, or drag a column header up to group the report by it, such as by agent or by call type.
- Your time zonePick a display time zone and the report shows every time in it.
- ExportDownload the report as PDF, XLS, XLSX, RTF or CSV.
- Your own fieldsUser fields you create appear as columns in the report.
Put a reason behind the call counts.
Support desks
Code calls as an installation issue or a hardware failure, then see where your team's phone time goes.
Sales teams
Mark calls as a lead or a follow-up, and track which agents capture the most leads or make the most sales.
Power Dialer campaigns
Connect Wrap-up Codes to Power Dialer so its calls get a popup too, with the work order, name and number filled in from Power Dialer.
Busy queues
Reports show the queue each call came through next to the code and notes, so you can compare why people call each queue.
Wrap-up Codes is included in the VoIPTools Subscription.
One subscription gets you Wrap-up Codes and 30+ other add-ons for 3CX.
Settings for the managers who own the codes.
Codes and child codes
Add as many codes as you need and nest them under parents. Turn a code off to take it out of the popup; turning off a parent also turns off its children.
Roles, time zone and sign-in
Tick which pages each role can open, set the default time zone and date format, and choose whether people sign in with their voicemail PIN or a web client password.
Everything in Wrap-up Codes
- Popup for inbound and outbound calls
- Unlimited custom codes
- Parent and child codes
- Turn codes on or off
- Notes on every call
- Custom user fields in the popup and the reports
- Agent History to edit the day's codes and notes
- Show popup on top option
- Client starts automatically with the computer
- Reports with filtering and grouping
- Export to PDF, XLS, XLSX, RTF or CSV
- Report display time zone
- Track which agents capture the most leads or sales
- Power Dialer integration
- Choose which call types and directions bring up the popup
- Roles and page permissions
- Default time zone and display culture
- Sign in with a voicemail PIN or a web client password
- Custom Branding
- Log of sign-in and sign-out events
- Choose whether internal calls are monitored
Wrap-up Codes questions, answered.
Anything else? Our team answers 24/7 from the USA, India and the Philippines.
Which version of 3CX does it work with?+
What do agents need on their computers?+
What if an agent forgets to pick a code?+
Can we change our codes later?+
Who can see the reports?+
Does it work with Power Dialer?+
Can we limit which calls bring up the popup?+
- 3CX V20
- A Windows computer for the Wrap-up Codes server, running Windows 10 or later, or Windows Server 2012 or later
- The Windows web server role, with Basic Authentication, .NET Extensibility and ASP.NET 4.x
- .NET Framework 4.7.2
- Microsoft SQL Server 2014 or later. The free Express edition works.
- VoIPTools Relay on the 3CX server, and the VoIPTools Universal Updater
- Static IP addresses for the VoIPTools and 3CX servers. HTTPS is recommended, which needs a fully qualified domain name.
- Port 7750 open for the Wrap-up Codes server, and Relay port 8801 open
- The Wrap-up Codes Client on each agent's Windows computer, the same version as the server
- For Power Dialer integration, the Power Dialer and Wrap-up Codes databases on the same server
Check the documentation for the current release and full setup details for your environment.
January 15, 2025+
- Fixed an issue that displayed the wrong dialed phone number on the Reports screen.
- Fixed an issue that displayed the dialed name instead of the dialed number.
September 9, 2024+
- Wrap-up Codes now brings itself to the front of other applications.
- Reports are available again in V20.
- Users can now close the client popup without saving by selecting Codes on the popup.
- Fixed an issue that let some users run mismatched versions of the Wrap-up Codes Server and Client.
- Various minor bug fixes and improvements.
July 15, 2024+
- Fixed an issue that forced the application window in front of others.
- Fixed an issue that caused some reports to be missing.
- Fixed an issue that kept the correct time zone from being used.
- General code changes.
March 4, 2024+
- Fixed an issue that caused multiple popups to appear on top of each other.
- Added the User Fields enhancement.
January 12, 2024+
- Minor bug fixes and improvements.
November 2, 2023+
- Added Refresh and Test buttons to Global Settings.
- Minor bug fixes.
April 27, 2023+
- Various minor bug fixes.
- The application now starts automatically when the computer starts.
Version 18.0.40 (client and server)February 15, 2023+
- Text on the popups is now slightly larger.
- Added the ability to copy the work order from popups.
Version 18.0.38 (client and server)January 18, 2023+
- Now supports JWT.
- Fixed an issue that kept the Prepend Digits work order from showing correctly.
- Fixed an issue that showed the job ID instead of the work order number.
Talk to the team that builds Wrap-up Codes.
Whether it is Wrap-up Codes, another add-on, or a custom solution built around your needs, we can help you get the most out of 3CX.
- Sales@VoIPTools.com
- +1 801 642 4655
- Live chat and 24/7 support
Already a customer? For help with an install or an issue, email Support@VoIPTools.com.
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Wrap-Up Codes and every add-on below come in the same VoIPTools Subscription.
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