Wrap Up a Call Using the Softphone

Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. For more information, see this Knowledge Article.

To enable your contact center users to take advantage of the latest phone channel innovations, Salesforce recommends that you modernize your experience by moving to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. See Get to Know Salesforce Voice.

When you are ready to end a call:

1. Update the associated call log. For example, if you created a case or viewed a contact while you were on the call, verify that they are selected in one of the Related To fields of the log, and use the Comments text box to enter any notes about the call.

   Call logs are not created for internal calls.

2. Click End Call in the active softphone line or use your physical phone set to hang up. This action terminates the call and frees the line.
3. If wrap up codes are not enabled, your call center state is set back to Ready for Calls and the log for your call is automatically saved.
4. If wrap up codes are enabled, your call center state is set to Wrap Up and a set of reason codes are displayed in the softphone. While in this state you cannot receive any incoming calls.
   1. Select the reason code that best represents the outcome of the call.
   2. Optionally make additional modifications to your call log.
   3. Click Done. Your call center state returns to Ready for Calls, and the log for your call is automatically saved.

All saved call logs are placed in the Last N Calls section of the softphone for quick reference. You can review details of the call logs by clicking any of the associated links.

• The Subject link (for example, “Call 6/01/2006 12:34 PM”) opens the call log details page.
• Either of the Related To links opens the detail page for the specified record.

Note Some Salesforce CRM Call Center features aren’t available with your softphone because of customizations that have been made for your organization. See your administrator for details.