Cisco Wrap-up Codes and Call Variables

In VRS 14.10.0, Cisco wrap-up codes are fetched from Cisco after each call ends and stored with the recording. Call variables are stored with the recording so users can search by variable number and value. This capability is new in 14.10.0 and applies to new calls after 14.10.0 is running — recordings made before the upgrade are not enriched with wrap-up codes or call variables.

What it does

Wrap-up codes — Agents apply wrap-up on Cisco. After the call ends, VRS retrieves the wrap-up code and stores it with the recording.
Call variables — VRS stores call variables with the recording. Users can search recordings by Call Variable 1 through 10 and the matching value.

Where users see it

On Media Recordings:

Wrap-up codes appear in the Wrapup Codes column.
Call variables are not shown as a table column. Users find them only through search.

Media Recordings table with Wrapup Codes column

Both can be searched from advanced filters. See Searching & Filtering In VRS.

Use Wrapup codes to search by wrap-up value:

Advanced filters with Wrapup codes and Call Variable

To search by call variable:

Open the Call Variable dropdown and select Call Variable 1 through Call Variable 10.
A Variable Value field appears. Enter the value to match.
Submit the search. Matching recordings appear in the Media Recordings table.

Step 1 — Select a call variable from the dropdown:

Call Variable dropdown showing Call Variable 1 to 10

Step 2 — Enter the value for the selected call variable:

Call Variable selected with Variable Value field

When the data appears

Wrap-up codes and call variables are not available in real time. VRS syncs them after a short delay once the call ends. The default delay is 2 minutes (CISCO_WRAPUP_SYNC_LAG_MIN).

Scope

Supported for Cisco UCCE and UCCX only.
Not supported for EFCX.

Configuration

Administrators configure sync behavior in config.env. Full steps are in the installation and upgrade guides — this page lists the settings only.

Setting	Default	Purpose
`CISCO_WRAPUP_BACKFILL_ENABLED`	`true`	Controls wrap-up sync behavior for eligible calls after they end. Does not add wrap-up or call variables to recordings made before the upgrade.
`CISCO_WRAPUP_SYNC_LAG_MIN`	`2`	Minutes to wait after call end before syncing wrap-up / related data from Cisco.
`CISCO_WRAPUP_SYNC_BATCH_SIZE`	`500`	Batch size for sync processing.
`CISCO_WRAPUP_SAFETY_BATCH_SIZE`	`50`	Safety batch size for sync processing.
`CISCO_WRAPUP_CYCLE_BUDGET_SEC`	`45`	Time budget (seconds) per sync cycle.

See:

Limitations

Wrap-up codes and call variables are available for Cisco UCCE and UCCX only — not EFCX.
Only new calls after upgrading to 14.10.0 get wrap-up codes and call variables. Pre-upgrade recordings are not backfilled.
Data appears after a short delay (default 2 minutes), not immediately when the call ends.
Call variables are searchable only (Call Variable 1–10 + Variable Value). They are not shown as a Media Recordings column.
Wrap-up must be applied on Cisco; VRS does not provide a wrap-up entry UI.