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Call Wrap-Up › ICC for voice calls › Integrating with Computer Telephony Integration \(CTI\) › Integrate › Customer Service Management
Release: Australia · Updated: 2026-06-18 · Official documentation · View source

Configure agent-initiated wrap-up

Enable the agent-initiated wrap-up option and define the wrap-up codes that agents can select during an active call.

Before you begin

The ICC for voice is integrated with a supported CCaaS platform.

Role required: CCaaS administrator

About this task

The following is a high-level overview of how a CCaaS administrator configures agent-initiated wrap-up in the ServiceNow instance.

Procedure

  1. Navigate to Integration > Wrap-Up Configuration in the ServiceNow instance.

  2. Create or open an existing wrap-up configuration for the relevant external channel.

  3. Enable the agent-initiated wrap-up option and define the wrap-up codes that agents can select during a call.

Result

Agents can select Open Wrap-Up during an active call and submit the configured wrap-up codes.

Note: Agent-initiated wrap-up applies only to supported CCaaS integrations. Call flows on unsupported platforms do not surface the Open Wrap-Up control, even if the configuration is enabled.