15.8. Wrap-Up Codes

Wrap-Up codes are the codes that are used to report on the outcome of calls. They are available at the end of each call (dependent on configuration) and the user must select one in order to create the completed call task activity.

• In the Salesforce App Launcher (waffle) search for and open the Natterbox Call Center Configuration tab.

• Click the Edit link corresponding to the Call Center Configuration to be changed.

Please note: the default Call Center Configuration is assigned to the organisation, however, new configurations can be created or existing configurations can be cloned, either of which can then be assigned at either a Salesforce Profile or User level.

Navigate to the Wrap-Up sections:

• Wrap-Up Codes (Inbound) - the codes available after an inbound call.

• Wrap-Up Codes (Outbound) - the codes available after an outbound call.

Each must have wrap-up codes configured separately. Wrap-Up codes can be created, edited and deleted:

• Click the New button to add a new wrapup code.

• Click the Edit button corresponding to the required code to edit the code label and information.

• Click the Del button corresponding to the required code to delete it.

When creating or editing codes, click Update to save the current change.

Wrap-Up codes can be repositioned by using the arrow buttons:

• The Up and Down arrows move the code up or down in the order.

• The Left and Right arrows indent the code and make it a ‘child’ wrap-up code, dependent on the parent above it.

Navigate to the top of the page and click Save to finalise the changes.

Format and Syntax of Codes

Please note: these fields specify the labels and integer wrap-up codes for the wrap-up UI for inbound and outbound calls. It works with the call log template to enable a wrap-up when a call is finished. The value consists of a list of label/code tuples, comma separated. Each label/code tuple consists of a label string, a colon, and the integer wrapup value to be saved to the database.

In ABNF the syntax for this field is:

WrapupCodeDefinition: tuple (comma tuple)*

tuple := labelstring colon wrapupcode (defaultsetting)

labelstring := [A-Za-z0-9 ]+

wrapupcode := [0-9]

defaultsetting := ":default" | ":def"

Default (inbound) - Call successful:0,Appointment set:3,Able to pitch:4,Decision maker not reached:5

Default (outbound) - Call successful:0,Left voicemail:1,Appointment set:2,Able to pitch:3,Decision maker not reached:4

Example

How to specify the radio button that is selected by default (see Specify Default Wrap-Up Button). In this case the Able to Pitch button is to be the default:

Call successful:0,Appointment set:3,Able to pitch:4:default,Decision maker not reached:5

Note: each of the inbound and outbound wrap-up codes custom settings fields are restricted in Salesforce to 255 characters. To expand beyond this limit each of the inbound and outbound wrap-up codes span 8 fields (wrap-up codes [inbound & outbound calls] 2, wrap-up codes [inbound & outbound calls] 3, wrap-up codes [inbound & outbound calls] 4, etc) giving a maximum of 2040 characters of storage each.