End a call

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After the call is completed, click End call. You will see a screen indicating that the call has ended along with an option to call the customer back if needed, or to move to the next agent status.

(Optional) If Wrap-Up is enabled you will be placed into the Wrap-up screen after the call has ended. Here, you can set your case disposition and complete your notes. After the disposition and notes are complete, click Submit to add them to the CRM. If your wrap-up time is exceeded, your status will automatically change and a banner notification will appear to indicate next steps. After you click Submit you will see a new banner notification indicating that the wrap-up was successfully sent. You must manually set your status to Available in order to receive new calls.