--- title:  Clearing a Session and Ending Wrap-Up description: 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. --- [Skip to content](https://go.contivio.com/support/-clearing-a-session-and-ending-wrap-up#main-content) English Show submenu for translations ![contivio-logo](https://go.contivio.com/hubfs/contivio-logo.svg) Open main navigation Close main navigation - English Show submenu for translations - How can we help you? - There are no suggestions because the search field is empty. 1. [Help Guide](https://go.contivio.com/support?hsLang=en) 2. [IN PROGRESS](https://go.contivio.com/support/in-progress?hsLang=en) #  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. *![](https://colony-recorder.s3.amazonaws.com/files/2026-06-04/fc421459-878e-4114-b897-41c221e4b052/user_cropped_screenshot_5b25e65938944e5d9f52108d587d8ff9_text_export.jpeg)* ### 2. (Optional) Add Disposition and Notes Click the **Session Information** icon. ![](https://colony-recorder.s3.amazonaws.com/files/2026-06-04/1be93d0a-da0d-44b4-acb8-cd4b8ed13179/sps-redacted-d165594fd98a404aacf9d770f6cd910d_aa8b4d3ec71a4891b008541fb4d5e0ec_text_export.jpeg) Select a **Disposition** from the dropdown menu and enter any notes as needed. *![](https://colony-recorder.s3.amazonaws.com/files/2026-06-04/9352dd7c-a37e-4e88-9ef5-75f8a431a869/stack_animation.webp)* ### 3. End Wrap-Up Once the call has ended, click **END WRAP-UP** at the bottom of the application. ![](https://colony-recorder.s3.amazonaws.com/files/2026-06-04/f7b54631-994e-4e8f-8a7d-4d1348fe36f7/sps-redacted-2242289c765b401989db76d89cf34782_7f8f23d727ed4927bb566a05b915d69c_text_export.jpeg) ### **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** ![](https://colony-recorder.s3.amazonaws.com/files/2026-06-04/f4cddeba-6294-4d67-b851-130836e4c4cd/sps-redacted-51c934a1a8784fe2a38411d2a2e3828e_1b44f37747d44bf69ad3d479fce95cbe_text_export.jpeg) ![](https://colony-recorder.s3.amazonaws.com/files/2026-06-04/39d8aa07-1494-42bd-bd47-a3c8ebe0401e/sps-redacted-bace98138d6741aabc74ae038eebb0ab_394d6fedd44b4baba9b20f8c3ef87584_text_export.jpeg) - [Agent User Guide](https://go.contivio.com/support/agent-user-guide?hsLang=en#main-content) - [Getting Started](https://go.contivio.com/support/agent-user-guide?hsLang=en#getting-started) - [App Navigation](https://go.contivio.com/support/agent-user-guide?hsLang=en#app-navigation) - [App Basics](https://go.contivio.com/support/agent-user-guide?hsLang=en#app-basics) - [Agent Workflows](https://go.contivio.com/support/agent-user-guide?hsLang=en#agent-workflows) - [Supervisor Workflows](https://go.contivio.com/support/agent-user-guide?hsLang=en#supervisor-workflows) - [NetSuite Integration](https://go.contivio.com/support/agent-user-guide?hsLang=en#netsuite-integration) - [Glossary](https://go.contivio.com/support/agent-user-guide?hsLang=en#glossary) - [Agent User Guide(OLD)](https://go.contivio.com/support/agent-user-guideold?hsLang=en#main-content) - [Additional Resources](https://go.contivio.com/support/agent-user-guideold?hsLang=en#additional-resources) - [IP Phone Users](https://go.contivio.com/support/agent-user-guideold?hsLang=en#ip-phone-users) - [Getting Started](https://go.contivio.com/support/agent-user-guideold?hsLang=en#getting-started) - [Inbound and Outbound Call Handling](https://go.contivio.com/support/agent-user-guideold?hsLang=en#inbound-and-outbound-call-handling) - [CRM Integrations](https://go.contivio.com/support/agent-user-guideold?hsLang=en#crm-integrations) - [Desktop App Navigation](https://go.contivio.com/support/agent-user-guideold?hsLang=en#desktop-app-navigation) - [Chat](https://go.contivio.com/support/agent-user-guideold?hsLang=en#chat) - [SMS/Text](https://go.contivio.com/support/agent-user-guideold?hsLang=en#sms-text) - [Instant Message](https://go.contivio.com/support/agent-user-guideold?hsLang=en#instant-message) - [Fax](https://go.contivio.com/support/agent-user-guideold?hsLang=en#fax) - [Email](https://go.contivio.com/support/agent-user-guideold?hsLang=en#email) - [Admin Portal Help](https://go.contivio.com/support/admin-portal-help?hsLang=en#main-content) - [Help Guide Overview](https://go.contivio.com/support/admin-portal-help?hsLang=en#help-guide-overview) - [Portal Access](https://go.contivio.com/support/admin-portal-help?hsLang=en#portal-access) - [People Management](https://go.contivio.com/support/admin-portal-help?hsLang=en#people-management) - [Global Settings](https://go.contivio.com/support/admin-portal-help?hsLang=en#global-settings) - [Contact Center Settings](https://go.contivio.com/support/admin-portal-help?hsLang=en#contact-center-settings) - [Configuring Live Chat](https://go.contivio.com/support/admin-portal-help?hsLang=en#configuring-live-chat) - [Analytics & Reports](https://go.contivio.com/support/admin-portal-help?hsLang=en#analytics-reports) - [General Information](https://go.contivio.com/support/admin-portal-help?hsLang=en#general-information) - [Contivio AI](https://go.contivio.com/support/admin-portal-help?hsLang=en#contivio-ai) - [Dashboards and Reports](https://go.contivio.com/support/dashboards-and-reports?hsLang=en#main-content) - [Building Reports](https://go.contivio.com/support/dashboards-and-reports?hsLang=en#building-reports) - [Contact Search](https://go.contivio.com/support/dashboards-and-reports?hsLang=en#contact-search) - [Supervisor Dashboard](https://go.contivio.com/support/dashboards-and-reports?hsLang=en#supervisor-dashboard) - [Integration](https://go.contivio.com/support/integration?hsLang=en) - [Internal Processes](https://go.contivio.com/support/internal-processes?hsLang=en) - [Mobile App](https://go.contivio.com/support/mobile-app?hsLang=en#main-content) - [Version Updates and Release Notes](https://go.contivio.com/support/mobile-app?hsLang=en#version-updates-and-release-notes) - [Setting up the Contivio Mobile App](https://go.contivio.com/support/mobile-app?hsLang=en#setting-up-the-contivio-mobile-app) - [Basic Mobile App Functionality](https://go.contivio.com/support/mobile-app?hsLang=en#basic-mobile-app-functionality) - [IN PROGRESS](https://go.contivio.com/support/in-progress?hsLang=en) [![Chill listening crop-3](https://go.contivio.com/hs-fs/hubfs/Wordmark-color.png?width=124&height=24&name=Wordmark-color.png "Chill listening crop-3")](https://www.contivio.com) Copyright © 2026, Contivio