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Wrapup Codes V18 (Server)

14 min read

Introduction #

Boost Phone Call Efficiency with 3CX Wrap-up Codes: Streamline, Classify, and Optimize

Looking to optimize your phone call productivity? Look no further than 3CX Wrap-up Codes. These handy tools allow you to easily classify and analyze the purpose or outcome of your phone calls in real-time. With just a simple selection from a pre-defined list of codes, you can accurately label each call according to its nature. Whether you’re part of a support department or a sales team, these codes enable you to streamline your organization effectively.

When making or receiving a call, a convenient popup appears, empowering you to choose the most relevant code that aligns with the call’s objective. Support departments can utilize codes such as “Installation issue” or “Hardware issue” to accurately categorize their calls. On the other hand, sales departments may find it beneficial to classify calls as “follow-up” or “New leads” for efficient tracking.

By implementing wrap-up codes (also known as disposition codes), you gain the ability to effortlessly classify and monitor the purpose and outcome of each call. The process is simple: a popup emerges during your call, providing you with a range of pre-established codes to choose from. For instance, support departments can quickly tag calls with codes like “Installation issue” or “Hardware failure.” Meanwhile, sales teams can easily classify calls as “follow-up” or “lead.” This comprehensive tracking system allows you to gain valuable insights into your time allocation, empowering you to fine-tune your business processes.

Make the most of your valuable time by leveraging 3CX Wrap-up Codes. Seamlessly classify, track, and analyze your phone calls to optimize your workflow. Start enhancing your business efficiency today!

Why Choose 3CX Wrapup Codes? #

EFFICIENT CALL HANDLINGAgents can quickly categorize calls, save time on documentation, and provide better customer service through streamlined call management.
DATA-DRIVEN INSIGHTSThe system collects data for reporting and analytics, offering valuable insights into customer behavior, agent performance, and call trends.
CUSTOMIZATION AND INTEGRATIONWrapup codes can be customized to fit specific organizational needs and integrate with other systems, enhancing data management and process efficiency.
CONSISTENCY AND COMPLIANCEAgents maintain data consistency, while organizations ensure compliance with industry regulations by using standardized wrapup codes for call documentation.

Prerequisites #

Before installing ‘3CX Wrapup Codes’, you need to ensure that your computer meets the minimum requirements mentioned below:

NOTE:

You need a Static IP for both VoIPTools and 3CX servers 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.

NOTE:

While installing SQL Server, ensure the following,

  • Uninstall the previous versions of SQL Management Studio manually before installing the new version.
  • Install it in “Mixed Mode” to include SQL Authentication, and install SQL Management Studio

NOTE:

  • When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X

Installation Overview #

DOWNLOAD SOFTWAREYou 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 PREREQUISITESThere are a number of prerequisites that must be installed prior to installing 3CX Wrapup Codes. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server
INSTALL 3CX WRAPUP CODESThis 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 3CXWrapupCodes.exe
REGISTER YOUR SOFTWAREYou must register your license key to activate 3CX Wrapup Codes. Your license key is included in your order confirmation email, and can also be found in your order history on our website.

NOTE:

You must install the same version of the Wrapup Codes Client and Wrapup Codes Server applications.

Step By Step Installation Procedure #

The following section guides you through a detailed walk-through of the installation process:

Step 1: Download Wrapup Codes Server #

  1. Find the software download link in the Order Confirmation Email, or you can find it in your order history on our website and download the 3CX Wrapup Codes Server application.
  2. In the Microsoft Defender SmartScreen, click the More Info option.
Figure 1: Microsoft Defender: More info
  1. Click the Run Anyway option to start the installation.
Figure 2: Microsoft Defender: More info screen

Step 2:  Install Prerequisites #

Click on the software installer that was downloaded in step 1 above. The installation wizard will automatically identify the needed prerequisites and assist you with the install of the prerequisites needed to run ‘3CX Wrapup Codes’. These include .NET Framework (Web Installer), SQL Server Express (Web Installer) and, SQL Server Management Studio.

  1. Click the downloaded installer executable to launch the Prerequisites Setup Wizard and click Next.
Figure 3: Prerequisites Setup Wizard
  1. In the Prerequisites window, the installer will identify the missing prerequisites. It is important that you install all the required prerequisites. However, you can select/unselect the applications to be installed based on your unique requirements. Click Next to continue.
Figure 4: Select Prerequisites to Install

The installer will download and install the selected applications.

Figure 5: Prerequisites Installation in progress
  1. In the Microsoft SQL Server License Terms click the Accept button to acknowledge the license terms and continue.
    • This page appears if you do not have SQL Server Express preinstalled in your device.
Figure 6: SQL Server Express: Accept License Terms
  1. View the SQL Server Media target location in the Media Location field. If required, you can click the Browse button to change the location. Click Install to begin the installation of SQL Server Express.
Figure 7: SQL Server Express: Target Location

SQL server installation is in progress. This may take several minutes to complete.

Figure: SQL Server Installation In Progress
  1. Click the Close button once the prerequisites are installed.
Figure 8: SQL Server Express: Installed Successfully

Microsoft SQL Management Studio installation is in progress. This may take several minutes to complete.

Figure 9: Microsoft SQL Server Management Studio: Installation in progress
  1. In the confirmation message box, click Yes to reboot the computer.
Figure 10: SQL Server Express: Reboot your computer

Step 3: Start the installation process #

  1. After all the prerequisites are installed, the 3CX Wrapup Codes Setup Wizard appears. Click Next to Continue.
Figure 11: 3CX Wrapup Codes Setup Wizard
  1. On the Select Installation Folder window, the Folder field displays the location where the ‘3CX Wrapup Codes’ will be installed. Note that you cannot change the path.
  2. Click Next to continue with the installation.
Figure 12: Installation Folder Location

Step 4: Test Relay Settings #

  1. In the 3CX Relay Services window, in the Relay Host field, enter the FQDN of your 3CX server.
  2. Enter 8801 in the Relay Port field.
  3. Enter the public key you took from VoIPTools Relay services in the Public Key text area.
Figure 14: Configure Relay Services
  1. Click the Test Relay Settings to confirm ‘3CX Wrapup Codes Server’ can communicate with the Relay services running on the 3CX server.
  2. If the ‘3CX Wrapup Codes Server’ is successfully able to communicate with the Relay services that run on the 3CX server, a Success message box appears. Click OK. If the test fails, you will not be able to continue until communication with the relay is established.
  3. Click Next to continue with the installation.
Figure 15:Test Relay services

NOTE:

If the test was unsuccessful: 

  • confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.
  • confirm that you have entered the correct FQDN for the 3CX server.
  • confirm that 3CX Wrapup Codes and the Relay are using the same port and protocol.

Step 5: Configure the database #

When configuring 3CX Wrapup Codes, select an existing Microsoft SQL Server instance in your environment.  The database server can be a remote SQL Server or a local instance running on the VoIPTools server.

  1. On the SQL Database window, in the Server field, select the desired instance of SQL Server

NOTE:

We encourage you to use SQL Authentication rather than Windows authentication.  Many of our tools leverage a Call Flow Designer (CFD) application running on the 3CX.  Frequently our CFD applications require access to a SQL database.  If the 3CX server and the database server are not in an Active Directory domain, Windows authentication will fail.  To use SQL authentication, your SQL Server must be configured to run in “Mixed Mode”.  If you installed SQL Server with one of our tools, we configure SQL in “Mixed Mode”.

Figure 16: SQL Authentication
  1. To use SQL Authentication, be sure to uncheck the Trusted Connection checkbox.
  2. In the Username and Password fields, enter valid SQL login account credentials
  1. To use Windows Integrated Authentication (not recommended), check the Trusted Connection (Windows integrated authentication) checkbox.
  2. In the Database field, the installer will automatically display the default database name.  We encourage you to use the default name.  If you are upgrading or reinstalling 3CX Wrapup Codes, select the existing database name from the list.
  3. Click the Test SQL Connection button to confirm connectivity to SQL Server and then click Next to continue.
Figure 17: Test SQL Connection

Step 6: Installing 3CX Wrapup Codes #

  1. In the Ready to Install window, click Install to start the installation of the ‘3CX Wrapup Codes’.
Figure 18: Install 3CX Wrapup Codes

The application installation progresses. It may take several minutes to complete.

Figure 19: Installation of ‘3CX Wrapup Codes’ in Progress
  1. Once the installation is complete, check Launch 3CX Wrapup Codes check box and then click Finish. The 3CX Wrapup Codes configuration screen opens. If you want to simply close the installer without opening the configuration screen, then simply uncheck Launch 3CX Wrapup Codes check box and then click Finish
Figure 20: Installation Complete

Step 7: Register your software #

To ensure the authorization of your license key, it is necessary to complete the registration process. By registering with VoIPTools, you gain access to a range of benefits:

Key Replacement AssistanceIn the unfortunate event of a lost license key, registering with VoIPTools lets us provide you with a replacement key promptly.
Product Updates and RemindersBy registering, you will receive timely notifications from VoIPTools regarding any product updates. Additionally, we will send reminders when your key is nearing its renewal date, ensuring uninterrupted access to our services.
Activates 3CX Wrapup Codes Serves applicationOn registering the ‘3CX Wrapup Codes-Server’ application, the ‘3CX Wrapup Codes-Client’ application will also be automatically activated.

Follow the steps to register your software,

  1. Click the 3CX Wrapup Codes Client desktop icon when the installation is completed.
  2. On the Login page, log in with your credentials.
    1. In the Extension field, enter your 3CX extension number.
    2. In the PIN field, enter your 3CX voicemail PIN.
    3. Click the Login button to log in to your account.
Figure 21: 3CX Wrapup Codes Web Portal Login
  1. On the top menu, click the License tab.
Figure 22: License tab
  1. In the License Key field, enter your license number and other mandatory information and click Register to complete your registration.
Figure 23: License screen

NOTE:

  • On registering the ‘3CX Wrapup Codes-Server’ application, the ‘3CX Wrapup Codes-Client’ application will also be automatically activated.
  • The license key permits you to install this software on one computer. This is not free software.

Web Portal #

To access the ‘3CX Wrapup Codes’ web portal, click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (3CX Wrapup Codes Web).

NOTE:

Users with only ‘Manager’ role can log into the ‘3CX Wrapup Codes-Server’ application.

Codes screen #

Wrapup codes are a quick way of summarizing the interaction in the call between the customer and the agent. From here, you can create and activate/inactivate a wrap-up code. Wrapup codes can be either independent or can be set up to have parent and child codes. Only the active wrapup codes will be available for the agent while on call with the customer. The Wrapup Codes section of the screen displays a tree view of the active parent-child wrapup codes.

Figure 24: Codes Screen

Creating Wrapup Codes: #

Follow the procedure to ensure efficient call data organization through wrapup codes for structured analysis, enabling effective call management.

Create Wrapup Code

  1. In the Codes screen, and on the column header, click the Add button.
  2. In the Child field, enter the name of the wrapup code.

NOTE:

Only active wrapup codes display in the ‘Wrapup Codes’ section.

Create Child Code and Associate To Parent Code

  1. Select the desired wrapup code from the Parent dropdown list that you want to associate as a parent to the child code.
  2. To make the child code available, check the Active check box and click Save at the footer of the Codes window.

NOTE:

The parent dropdown list displays only active codes.

Activate a Wrapup Code

  1. To activate a wrapup code so that it can be available for use, check the Active check box beside the desired code and then at the footer of the Codes window, click  Save.

NOTE:

You cannot delete a wraup code. You can only activate or inactivate by checking or unchecking the ‘Active’ checkbox. When you inactivate a parent code, all the child codes associated to it will be unavailable for use.

User Fields Tab #

In this section, you can set your custom fields. These fields allow you to gather personalized data and improve reporting with specific details. This enhances your understanding of customer needs, helps adapt to changing requirements, and streamlines workflow for efficient data entry. These fields are reflected in the Reports Tab and your WrapUp Codes Client Application.

Figure 25: UserFields Tab – Overview

NOTE:

If you integrate with the Power Dialer application in the Settings tab, the WorkOrder, WorkName, and WorkNumber fields are extracted from it. Ensure that you do not alter the UserFields column for these fields.

Figure: User Fields Extracted from Power Dialer Application.

Add a New User Field #

Follow the procedure to add a new user column,

  1. Click the Add button to add the new user field.
Figure 26: Add User Fields – Add Button
  1. In the UserFields and Description fields, enter the name and the description of the user field.
Figure 27: Add user Fields – User Field Description

NOTE:

The UserFields field accepts only alphabets, numbers and underscore. You cannot include space and other other special characters.

  1. Select the Active box to activate your new user field and click the Save button to save your new user field.
Figure 28: Add User Field – Activate User Field
  1. Select the Display User Defined Fields checkbox.
Figure 29: Display User Defined Fields Checkbox

You can now find the user field created in the Reports tab.

Figure 30: New User Field in the Reports Tab

Reports #

The Reports screen displays all the call logs related to the logged-in agent. As a manager, you can export the data in various formats including pdf, xls, xlsx, rtf or csv.

Figure 31: Reports Screen
EXTENSIONAgent Extension
AGENT NAMEAgent First & Last Name
AGENT DIALED NUMBERThe number from which the agent dialed
CALL TYPEType of Call (Inbuond/Outbound)
NOTESThe notes information associated to the wrap up code
CODESThe wrapup code associated to the call
CALL STARTDate & time at which call started
CALLERID NUMBERThe number of the caller.

NOTE: 

If it is an outbound call then the field remains blank.
CALLERID NAMEThe name of the person who initiated the call.
NOTE: 

The ‘CallerID Name’ displays only if 3CX recognizes the caller name. Else, the field remains blank.
CALLER DIALED NUMBERThe number to which the caller calls.
QUEUE NAMEThe Queue Name that is assigned to the number in 3CX
CALL ENDDate & time at which call ended.

Display Time Zone: #

The Display Time Zone dropdown enhances your experience by generating reports in your preferred time zone. This ensures accurate, relevant data aligned with your local time, reduces confusion from time zone differences, and streamlines workflows.

Figure: Display Time Zone Dropdown

Group By Column #

When you group columns, you organize related information together, making it easier for you to navigate and understand the dataset’s structure and relationships between variables. This arrangement reduces clutter and improves readability, allowing you to focus on specific sections of the data. It also helps you conduct focused analysis by clustering related variables or attributes together, facilitating comparisons and insights.

  1. In the column header, point to the column header using which you want to group by and display the report, and then drag the column to the space above the column header.
Figure 32: Columns grouped
  1. Click the Expand button to expand the tabs and view the data.
Figure 33: Report: Group By Column – expanded

Export Report #

3CX Wrapup Codes lets you export the reports in different formats to your local device. Follow the procedure to export your reports,

  1. Enter the search criteria in the filter row or group by the desired column to display the desired information of the report.
  2. Click the appropriate export button to export the logs in your desired format.
Figure: Export Format Options

Settings #

The Settings tab enables you to configure FQDN and port settings for the client application so that it can communicate and display popups for calls.

Figure 35: Settings Screen

Start/Stop the service: #

Follow the steps to start/stop their service,

  1. On the Settings screen, in the Service Status section, click the Start button.
  2. Click the Refresh link to update your status.

NOTE:

If you restart the service, you must exit the Wrapup Codes Client application and relaunch it.

Figure 36: Service Status

NOTE:

To maximize security, we strongly urge you to configure the Relay and 3CX Wrap-up Codes to use HTTPS (TLS encryption). To use TLS security, ensure that the Relay Port is set to 8801 and the Protocol to HTTPS. However, if your Relay is not configured to use TLS encryption, change the Relay Port to 8800 and the Protocol to HTTP.

Integrate with Power Dialer #

3CX Wrapup Codes lets you integrate with Power Dialer. Follow the procedure to integrate Wrapup Codes with Power Dialer,

  1. On the Settings screen, in the Client Settings section, check the Integrate Power Dialer checkbox.
  2. Click Save to save your client settings.
Figure 37: Client Settings

NOTE:

  • If you choose to integrate Power Dialer with Wrapup Codes then, both applications should be present/installed on the same server
  • If you are not connected through office vpn network then, ensure the following:
    • Enable the 7750 port in the firewall where the server application is installed to avoid connection interruption between the client and server applications.
    • Enable the 8800 relay port in the firewall where the server application is installed so that the application recognizes whether the user answered the call or not.

.

Need Support? #

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.

24/7 Support Availability #

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.

Join Our Forum Community #

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/

Real-Time Live Chat Assistance #

Got questions that need immediate answers? Our chat support team is available to assist you in real time. Just click on the Live Chat button located at the lower right corner of our website, and we’ll acknowledge your queries right away.

Efficient Email Support #

To ensure a thorough understanding of your concerns, email us at support@voiptools.com. Describe your issue in detail, and we’ll get back to you within one business day with the support you need.

Reach Us by Phone #

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).

Comprehensive support services: #

Free Support #

If you’ve purchased our products through a VoIPTools Partner, rest assured that they provide first-level support at no additional cost. Partners have access to 100% free technical assistance and actively participate in the troubleshooting process.

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.

Paid Support #

For a more hands-on experience, consider our “Installation Support” package. Our expert support team can log in to your servers, and install and configure all our tools. This comprehensive service includes setting up SQL Server Express and Internet Information Server if necessary. We’ll work closely with you to tailor our applications to meet your requirements.

We’re committed to providing top-notch support to ensure your VoIPTools experience is smooth and hassle-free. Contact us today, and let us assist you in making the most of our powerful tools!

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