Hello,

1. Is there a way to have an agent put in a wrap up code for a direct call ? (call not passed from a queue).
2. We noticed that when a call comes in and that salesforce doesn't find the number it displays a create contact window which is fine. However when the agent creates the contact and then finishes the call + acw, the call log doesn't seem to be added to the contact's activity log, unless if you disconnect from the purecloud for salesforce agent (doesn't work if you hang up from the phone). Is this normal behavior ?

Thanks.

- EDIT -

It seems that it's related to Salesforce lightning. If I try the same thing in Salesforce Classic, the call log gets linked to the contact automatically. In Lightning, the call log isn't linked to anything, whether you disconnect from the physical phone or the softphone.

Wrap up codes only exist for queue calls at this time, as the wrap up codes come from the queue itself. You could manually add a disposition to the activity record within Salesforce, but there isn't a way to "pop" the after call work/wrapup code window within the client for non-acd interactions.

For the call log association, is it possible that you don't have auto association set in the call center definition (note that classic and lightning utilize separate call center definition files)?