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 Clearing a Session and Ending Wrap-Up

Learn how to properly end wrap-up and clear a session after a call. This article explains how to disconnect the call, enter dispositions and notes, end wrap-up, and close the session. It also covers common issues that prevent wrap-up from ending, including active calls that have not been disconnected.

Important:Before you can end wrap-up or clear a session, the call must be disconnected.

If you are still connected to the call, the END WRAP-UP button will not be available. First click Hang Up, then complete any dispositioning or notes, and finally end the session.

1. End the Call

Click Hang Up to disconnect the call.


2. (Optional) Add Disposition and Notes

Click the Session Information icon.

Select a Disposition from the dropdown menu and enter any notes as needed.


3. End Wrap-Up

Once the call has ended, click END WRAP-UP at the bottom of the application.

If You Cannot End Wrap-Up

If the END WRAP-UP button is unavailable, verify that the call has been disconnected.

  1. Open Session Information.
  2. If a warning indicates the call is still active, click HANG UP.
  3. Click END WRAP-UP.
  4. Click END SESSION