Ending phone calls

You can end a call manually by hanging up. If the customer you're talking to hangs up first, the call automatically ends.

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Summary: ◀▼

You can end a phone call by clicking End or hanging up if the call was forwarded to a phone. If you end while Online, you enter wrap-up mode to finish notes and ticket fields before becoming available again. If wrap-up is disabled, you’re ready for the next call right away.

You can end a call manually by hanging up. If the customer you're talking to hangs up first, the call automatically ends.

To end a call

• In the call console, click End.
  If you've redirected the call to a phone you can end the call by hanging up.

  With omnichannel routing	Without omnichannel routing

If your status is Online when you end the call, you're placed in wrap-up mode and unavailable to take more calls. This gives you time to complete annotating and setting the ticket fields before moving on to the next call. When you're ready to go back into the pool of available agents, you can make yourself available.

To make yourself available for another call

• In the call console, click Available to take new calls.

  

If you don't see this option, then your administrator has disabled agent wrap-up. This means you are immediately available for another call when you finish a call.

Note: If you're in a status other than Online, then Zendesk won't place you in wrap-up mode.

For details, see Enabling the voice channel and configuring general settings or Managing phone line settings.