Boost Phone Call Efficiency with 3CX Wrap-up Codes: Streamline, Classify, and Optimize
In your endeavor to enhance phone call productivity, consider the invaluable assistance of 3CX Wrap-up Codes. These tools facilitate real-time categorization and analysis of call purposes and outcomes with ease. You can simply choose from a predefined list of codes to accurately label each call, regardless of your department, be it support or sales.
When you make or receive a call, a user-friendly pop-up menu appears, enabling you to select the most relevant code that matches the call’s goal. For instance, support teams can use codes like “Installation Issue” or “Hardware Problem” for categorization. Sales teams, on the other hand, may find “Follow-Up” or “New Leads” codes helpful for efficient tracking.
The implementation of wrap-up codes, also known as disposition codes, simplifies the process of classifying and monitoring call purposes and outcomes. During a call, a pop-up menu offers a choice of established codes. For support teams, it’s a quick selection of codes like “Installation Issue” or “Hardware Failure,” while sales teams can easily tag calls as “Follow-Up” or “Lead.” This tracking system provides valuable insights into time management, empowering you to refine your business processes with precision.
Record thorough notes about each call’s purpose and final outcome, ensuring accurate information is readily available. Keep tabs on every call, both incoming and outgoing, to know exactly what happened.
CUSTOMIZE YOUR CODES
Tailor your own codes to match your unique requirements effortlessly and choose from a predefined list of codes during calls, classifying purposes or results with ease.
ENHANCED ORGANIZATION
Efficiently categorize and track calls, allowing for streamlined organization and effortless retrieval of call data.
ANALYZE TIME ALLOCATION
Gain valuable insights into how your team spends their time during calls, enabling better time management and analysis.
DATA-DRIVEN DECISION MAKING
Optimize business processes and make informed decisions using comprehensive reports on call classifications and outcomes.
BOOST AGENT PERFORMANCE
Monitor agent activity to identify top performers who excel at capturing leads or closing sales.
IIS is needed as a web server to host and manage web-based applications and services.
.NET Framework 4.7.2 (Web Installer)
This framework provides essential components for running and developing applications.
VoIPTools Universal Updater
This component is necessary for updates, ensuring the application remains current and functional.
VoIPTools Relay Service
It is used for proper integration and functionality of the 3CX Wrapup Code Client within the 3CX environment.
Microsoft SQL Server 2016 or above (Including the free SQL Express edition)
3CX requires Microsoft SQL Server 2016 or later for database management.
Static IP for VoIPTools and 3CX servers
This is to ensure proper two-way communication, both the 3CX server (Relay) and the VoIPTools server. Dynamically assigned IP addresses are not supported. Additionally, it is recommended to use HTTPS for secure communication, which requires a FQDN for SSL/TLS certificate validation between the VoIPTools server and the Relay.
Port number 7750 opened on your device
Port 7750 is a specific network port used by 3CX for communication purposes. Opening this port on the device’s firewall allows incoming and outgoing traffic to pass through, enabling the 3CX software to send and receive data over the network effectively.
NOTE:
When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X
You can order 3CX Wrapup Codes online at https://www.voiptools.com. Your order confirmation email will include your license key and a link to download the software.
INSTALL 3CX WRAPUP CODES
This User Guide contains step-by-step instructions to successfully install 3CX Wrapup Codes. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named WrapupCodesInstaller.exe
NOTE:
You must install the same version of the Wrapup Codes Client and Wrapup Codes Server applications.
Click the downloaded installer executable to start the 3CX Wrapup Codes (Client) setup wizard.
Figure 1: Installation Setup Wizard
View the installation folder in the Select Installation Folder window. You cannot change the installation path.
Figure 2: Installation Folder Location
Click Next to continue.
In the Ready to Install window, click Install to start the installation of the ‘3CX Wrapup Codes (Client)’.
Figure 3: Install 3CX Wrapup Codes
The application installation progresses. This may take several minutes to complete.
Figure 4: Installation of ‘3CX Wrapup Codes’ in Progress
Once the installation is complete, check Launch 3CX Wrapup Codes (Client) check box and then click Finish. The 3CX Wrapup Codes (Client)configuration screen opens. If you want to simply close the installer without opening the configuration screen, then simply uncheck Launch 3CX Wrapup Codes (Client) check box and then click Finish
Once you start the ‘3CX Wraup Codes’ application, the ‘wrapupcodes service’ starts and the application will be available as a hidden icon in the system tray. From here, you can:
Configure settings for the desired agent so that the agent will get a popup that enables them to wrap up the call whenever the call is answered.
Attend the call and select the desired wrapup code.
Add notes for wrap-up code.
Exit from the application so that the application icon no longer appears in the system tray.
NOTE:
The Wrapup Codes Client starts automatically when you start your device. You can access the application from the hidden system tray.
On the right-hand side of the Windows taskbar, and in the notification area, click to open the system tray and view the 3CX Wrapup Codes icon.
Figure 6: 3CX Wrapup Codes as a hidden icon in the system tray
Once the ‘wrapupcodes’ service starts, open the system tray and right-click on the 3CX Wrapup Codes hidden icon to view the options.
Figure 7: ‘3CX Wrapup Codes’ hidden icon right-click menu
In the Agent Extension field, enter the extension of the agent who will attend the calls.
In the FQDN field, enter the IP address of the server in which ‘Wrap-up Codes – Server’ is installed.
In the Port field, enter the port number of the ‘Wrap-up Codes – Server’ application. If you want to select Protocol as HTTP then the default port no. is 7752. If you want to select Protocol as HTTPS then, enter the port number which you have associated with HTTPS in ‘Wrapup Codes Server’.
Figure 9: Configure Settings for Agent
NOTE:
If you are not connected through office vpn network then, ensure the following:
Enable the 7752 port in the firewall where the server application is installed to avoid connection interruption between the client and server applications.
Enable 8800 relay port in firewall where the server application is installed so that the application recognizes where the user answered the call or not.
Check Show popup for internal calls check box if you want to receive internal calls as well i.e. calls within extensions or uncheck the check box if you want to receive only external calls. By default, the option is unchecked.
Figure 10: Show Popup for Internal Calls Box
Check the Show Popup on Top checkbox to always show the 3CX Wrapup Codes Client application on top of other applications running in your device.
Figure 11: show Popup on Top Box
Click the Test button to test connectivity 3CX Wrapup Codes with the database.
Figure 12: Globe Settings – Test Connection Success
NOTE:
You cannot save the settings when the test fails.
Figure 13: Globe Settings – Test Connection Failed
Click the Refresh button to refresh the codes created in the 3CX Wrapup Codes Server web application.
Click Save and in the Success message box, click OK.
Figure 15: Success message box
On the right-click menu, click Exit to stop the wrapup codes service, and then again on your desktop, click the application icon to restart the service.
Follow the procedure to associate a wrap-up code to a call.
When a customer calls, click the Answer button.
Figure 21: Incoming call from customer
In the Wrap-up Codes dialog box, the Current Call section displays agent call details like agent name, agent extension, call time, call duration, call queue, and customer phone number.
In the Codes section, select the appropriate code that best suits the call interaction.
In the Notes field, enter the notes for the call interaction.
Figure 22: Associate wrapup code to a call
Click Save to associate the wrapup code and notes to current call. Saved Successfully message appears.
Figure 23: Message: Saved Successfully
NOTE:
In the 3CX Wrapup Codes Client V20 application, the codes save automatically, so you don’t need to click the save button.
If you update and save again (without closing the ‘Wraup-up Codes’ dialog box), the Updated Successfully message appears.
Figure 24: Message: Updated Successfully
NOTE:
If you do not select any code and click on Save, the ‘3CX Wraup-Codes’ will not save the information.
Figure 25: Error Message: Please Select Code
NOTE:
The call interaction data which you update and save in client application will be reflected in the ‘Reports’ tab of server application. Only users with ‘Manager’ role can access the ‘Reports’ tab
You get quick answers to most of your inquiries in our online manual. If you prefer direct contact, we offer various support channels, including phone, email, live chat, and our helpful VoIPTools forums.
Rest assured, our dedicated team is here to assist you around the clock, every day of the year. Whether you’re based in the USA or India, we’re ready to provide prompt responses to your technical queries.
Windows Event Log for VoIPTools Applications and Services #
For troubleshooting any application errors, our Windows Event Log contains a comprehensive list of error messages, warnings, and informative notes related to all our VoIPTools applications and services. It’s a valuable resource to help you pinpoint and resolve any issues you may encounter.
Are you looking to collaborate with other VoIPTools customers facing similar challenges? Our forum is the perfect platform to exchange ideas, solutions, and best practices. Join the conversation at: https://www.voiptools.com/community/
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If you prefer to speak with a representative directly, you can reach us at +1 801-642-4655. Our attentive team is available to take your calls from 8:00 AM to 6:00 PM (Central Standard Time).
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VoIPTools customers enjoy access to our online manuals and receive support through emails (with responses within one business day) and live chat. However, please note that we do not provide remote server login assistance.
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