When a call ends (because you clicked the End Call button or because the customer disconnected the call), a beep is played and you are notified through a message that the call is disconnected. Your status automatically changes from In Call to Wrap Up. While in either status, you can check the list of termination codes. After you select a termination code, you are prompted to select the status in which you are placed after the call is completed (that is, Ready or Not Ready).

  • When selecting a termination code to disposition an inbound call without an account number, depending on the configuration of your Agent Desktop, you are required to enter an account number.
  • Some termination codes require you to enter a payment amount. For more information, see Promise to Pay Termination Codes.
  • When handling a direct call (line 2) and placing the caller on line 1 on hold, you will receive a notification if the call is disconnected on line 1.
    For more information, see Handling Direct Line Calls.
  • If you are using the Knowledge Worker Agent Desktop, you are not required to select a termination code when ending a call.

The Monitor termination code prompts the customer to participate in a customer satisfaction survey.


If a customer disconnects a call before it is connected to you, you receive a message that the customer has disconnected the call, and your status changes without having to select a termination code.