---
schema_version: "1"
id: bc6cc9cfb75bc8e0b2f4fb82582810f20c840b0b5a513b11de19c80837c3cc85
title: Wrap Up a Call Using the Softphone
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_wrappingup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_wrappingup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: be16125d574621c0d7aff5fb97722d6996b7fd48050cae21709b8d12f9e3b000
description: End a call in Salesforce CRM Call Center.
products:
  - Service Cloud
release: "264"
---
# Wrap Up a Call Using the Softphone

End a call in Salesforce CRM Call Center.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d29930e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d29930e55 ">To end a call:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d29930e55 ">Member of a call center</td>

          </tr>
        </tbody>
      </table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs.

To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US).

When you are ready to end a call:

1. Update the associated call log. For example, if you created a case or viewed a contact while you were on the call, verify that they are selected in one of the Related To fields of the log, and use the Comments text box to enter any notes about the call.
    
    Call logs are not created for internal calls.
2. Click **End Call** in the active softphone line or use your physical phone set to hang up. This action terminates the call and frees the line.
3. If wrap up codes are not enabled, your call center state is set back to Ready for Calls and the log for your call is automatically saved.
4. If wrap up codes are enabled, your call center state is set to Wrap Up and a set of reason codes are displayed in the softphone. While in this state you cannot receive any incoming calls.
    1. Select the reason code that best represents the outcome of the call.
    2. Optionally make additional modifications to your call log.
    3. Click **Done**. Your call center state returns to Ready for Calls, and the log for your call is automatically saved.

All saved call logs are placed in the Last N Calls section of the softphone for quick reference. You can review details of the call logs by clicking any of the associated links.

- The Subject link (for example, “Call 6/01/2006 12:34 PM”) opens the call log details page.
- Either of the Related To links opens the detail page for the specified record.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png)

Note Some Salesforce CRM Call Center features aren’t available with your softphone because of customizations that have been made for your organization. See your administrator for details.

#### See Also

- [Salesforce Call Center](https://help.salesforce.com/s/articleView?id=service.cti_overview.htm&release=264.0.0&type=5 "Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone.")
- [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.")