Telephone call recovery and wrap-up
Rejoin an ongoing telephone call after a console interruption and finish post-call work before taking more calls.
What it is
Wrapping Up gives you time to complete work after a telephone call ends. INSIDE can also check for an ongoing call when your browser voice connection registers again after a console interruption. Rejoining depends on the call still being active.
Who uses it and why
- Operators rejoin interrupted calls and finish notes or dispositions after calls.
- Administrators with the Settings role set the website's post-call allowance.
Where to find it
The voice console displays Wrapping Up after a call and provides End Wrap Up. With the Settings role, configure the allowance at Settings › Voice › General Settings.
Users with the Developer role can open Settings › Voice › Voice Calls for Voice Calls, Conference Calls and Execution Flows.
How it works
After your browser voice connection registers, INSIDE checks your ongoing telephone call. If the caller is still present and your connection dropped, it can reconnect you to that call. A hold applied because your connection was lost is removed during recovery; an existing deliberate hold is retained.
An unanswered call offer can reappear only when at least five seconds remain in its original acceptance window. Refreshing the console does not give you a new acceptance window. If the caller has already left, there is no call to rejoin.
When the telephone call finishes, a positive wrap-up allowance keeps you in limited mode while you finish the conversation work. Select End Wrap Up to finish sooner. INSIDE otherwise proceeds when the allowance expires, subject to any required disposition.
The diagnostic screen lists provider call status and direction, conference status, and telephone menu execution status with their associated times. These details help identify whether a problem occurred in the call, conference or menu flow. Ask Powerfront to investigate persistent failures using the call time and conversation reference.
Configure it
With the Settings role, open Settings › Voice › General Settings, enter the required allowance in Wrap Up Time Limit (secs) and save.
Use a positive number for timed wrap-up. Zero provides no timed allowance. Configure any required end-of-conversation disposition separately.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Wrap Up Time Limit (secs) | Settings › Voice › General Settings | website | 0 seconds, no timed wrap-up allowance | Settings role | A positive value keeps the operator in limited mode for post-call work until the allowance expires or the operator ends wrap-up. |
Permissions
| Permission | Lets you |
|---|---|
| Voice | Handle calls and complete wrap-up in the voice console. |
| Settings | Change the website's wrap-up allowance. |
| Developer | Open Voice Calls to review telephone calls, conferences and execution flows. |
Limits and good to know
- Call recovery depends on the caller remaining connected and the browser voice device registering successfully.
- Recovery restores an existing call; it does not place a replacement outbound call to a caller who has left.
- The wrap-up limit applies to the website.
- Required dispositions can still need your attention when the countdown finishes.
- Ask Powerfront to investigate persistent reconnection problems using the call time and conversation reference.
Depends on and works with
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Roles control voice handling and access to voice settings.
- Broadcast for acceptanceConfigured by
The broadcast acceptance timeout sets the original response window retained by a recovered offer.
- DispositionsConfigured by
Required dispositions can keep completion pending after the wrap-up timer expires.
- Console connection and recoveryRelated
Review console connection recovery when a telephone call is interrupted by a console disconnect.
- Operator telephone audio setupRequires
Browser-call recovery runs after the operator's voice device registers again.
Used by
- Chat trayEnhances
Voice conversations can display their wrap-up countdown.
- Chat limits and wind-downEnhances
Voice work and wrap-up affect availability and wind-down completion.
- Voice Autopilot connection setupRelated
Use telephone call diagnostics to investigate setup or human hand-off failures.
- Operator telephone audio setupEnhances
Call recovery handles browser registration and reconnecting to ongoing calls.
- Outbound calling permissions and restrictionsConfigured by
Voice wrap-up settings affect the operator after a call ends.
- Voice call controlsConfigured by
Ending the telephone call can begin configured wrap-up time.
- IVR telephone menus and execution historyRelated
Call diagnostics help compare a recorded menu execution with the call outcome.
FAQ and troubleshooting
Why did my incoming offer disappear after a refresh?
INSIDE re-offers an unanswered call only when at least five seconds remain. The original offer may have expired or the caller may have left.
Will rejoining call the visitor again?
Recovery reconnects you to an ongoing call. If the visitor has left, a separate deliberate callback is needed.
Why am I still completing work after the timer ends?
Check whether the conversation requires a disposition. Timer expiry does not remove that requirement.
Can I finish before the allowance expires?
Yes. Select End Wrap Up and complete any required disposition.
Why is there almost no wrap-up time?
Check Wrap Up Time Limit (secs). Zero or an unset value gives no timed allowance.