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!
Agents can quickly categorize calls, save time on documentation, and provide better customer service through streamlined call management.
DATA-DRIVEN INSIGHTS
The system collects data for reporting and analytics, offering valuable insights into customer behavior, agent performance, and call trends.
CUSTOMIZATION AND INTEGRATION
Wrapup codes can be customized to fit specific organizational needs and integrate with other systems, enhancing data management and process efficiency.
CONSISTENCY AND COMPLIANCE
Agents maintain data consistency, while organizations ensure compliance with industry regulations by using standardized wrapup codes for call documentation.
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 SQL Server, we recommend you install it in “Mixed Mode” to include SQL Authentication, and install SQL Management Studio
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 PREREQUISITES
You must install several prerequisites before installing the 3CX Wrapup Codes Server. The Advanced Installer identifies and installs these applications automatically. Click here to learn about the required prerequisites.
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 3CXWrapupCodes.exe
LOGIN TO THE WEB APPLICATION
You can now log in to the web application using the Extension and PIN.
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.
Click the downloaded installer executable to launch the Prerequisites Setup Wizard and click Next.
Figure 1: Prerequisites Setup Wizard
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 2: Select Prerequisites to Install
The installer will download and install the selected applications.
Figure 3: Prerequisites Installation in Progress
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 4: SQL Server Express: Accept License Terms
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 5: SQL Server Express: Target Location
SQL server installation is in progress. This may take several minutes to complete.
Figure 6: SQL Server Installation In Progress
Click the Close button once the prerequisites are installed.
Figure 7: SQL Server Express: Installed Successfully
In the confirmation message box, click Yes to reboot the computer.
Figure 9: SQL Server Express: Reboot Your computer
After all the prerequisites are installed, the 3CX Wrapup Codes Setup Wizard appears. Click Next to Continue.
Figure 10: 3CX Wrapup Codes Setup Wizard
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.
In the 3CX Relay Services window, in the Relay Host field, enter the FQDN of your 3CX server.
Enter 8801 in the Relay Port field.
Enter the public key you took from VoIPTools Relay services in the Public Key text area.
Figure12: Configure Relay Services
Click the Test Relay Settings to confirm ‘3CX Wrapup Codes Server’ can communicate with the Relay services running on the 3CX server.
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.
Click Next to continue with the installation.
Figure 13: 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.
When configuring the 3CX Hosted Billing, 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.
You can set up the SQL database using SQL Authentication or Windows Integrated Authentication.
If using the free SQL Express Edition, the default SQL Instance name is SQLExpress.
Figure 14: Configure Database – Server Field
NOTE:
If you want to use ‘SQL Authentication’, then install SQL Server in ‘Mixed‘ mode.
If SQL Server is installed on a server other than the server where 3CX Exporter is installed, you will need to configure SQL Server to allow remote connections.
Enter your credentials in the Username and Password fields.
To use Windows Integrated Authentication check the Trusted Connection (Windows integrated authentication) checkbox.
The VoIPTools installer will create a local Windows user name as “VoIPToys” and give you sufficient rights to this user to create/update the SQL database.
Figure 18: Trusted Connection Checkbox
In the Test SQL Connection section, click the Tool button to test the connection.
Click the Next button which gets enabled when the database connection is successful.
Figure 19: Trusted Connection Test Results Message Box
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”.
In the Ready to Install window, click Install to start the installation of the ‘3CX Wrapup Codes’.
Figure 20: Install 3CX Wrapup Codes
The application installation progresses. It may take several minutes to complete.
Figure 21: Installation of ‘3CX Wrapup Codes’ in Progress
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
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.
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.
Follow the procedure to ensure efficient call data organization through wrap up codes for structured analysis, enabling effective call management.
In the Codes screen, and on the column header, click the Add button.
Figure 25: Create Wrap Up Codes – Add Button
In the Child field, enter the name of the wrap up code.
NOTE:
Only active wrapup codes display in the ‘Wrap up Codes’ section.
Figure 26: Create Wrap Up Codes – Child Field
Select the desired wrap up code from the Parent dropdown list that you want to associate as a parent to the child code.
Figure 27: Create Wrap Up Codes – Parent Field
Check the Active check box to make the child code available.
Figure 28: Create Wrap Up Codes – Active Box
NOTE:
The parent dropdown list displays only active codes.
Click the Save icon at the footer of the Codes window.
Figure 29: Create Wrap Up Codes – Save Button
You can view the added codes in the Wrap Up Codes section,
Figure 30: Create Wrap Up Codes – Codes Added
NOTE:
You cannot delete a wrap up 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.
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 31: 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 32: User Fields Extracted from Power Dialer Application.
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 38: Reports Tab – Overview
EXTENSION
Agent Extension
AGENT NAME
Agent First & Last Name
AGENT DIALED NUMBER
The number from which the agent dialed
CALL TYPE
Type of Call (Inbuond/Outbound)
NOTES
The notes information associated to the wrap up code
CODES
The wrapup code associated to the call
CALL START
Date & time at which call started
CALLERID NUMBER
The number of the caller.
NOTE:
If it is an outbound call then the field remains blank.
CALLERID NAME
The 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 NUMBER
The number to which the caller calls.
QUEUE NAME
The Queue Name that is assigned to the number in 3CX
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.
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 40: Columns Grouped
Click the Expand button to expand the tabs and view the data.
On the Settings screen, in the Service Status section, click the Start button.
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 44: 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.
3CX Wrapup Codes lets you integrate with Power Dialer. Follow the procedure to integrate Wrapup Codes with Power Dialer,
On the Settings screen, in the Client Settings section, check the Integrate Power Dialer checkbox.
Click Save to save your client settings.
Figure 45: 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.
The About tab displays the version number of the 3CX Auto Voicemail and other basic information about VoIP Tools. Click here to learn more about VoIPTools 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.
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/
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.
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.
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).
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.
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!