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Understanding Required Dispositions and Forms
Understanding Required Dispositions and Forms

Notify agents and prevent new outbound calls if there are calls that need to be wrapped-up.

Erol Toker avatar
Written by Erol Toker
Updated over 3 years ago

Note: Please contact support@truly.co for assistance implementing this feature if needed.

When enabled for a company or role, the new Required Forms feature will enforce the requirement that calls are dispositioned and wrapped up before new calls can be made.

(Inbound calls will still ring through.)

The notification icon will appear at the top of the Truly window when there are calls that need to be wrapped-up.  Clicking on the icon displays a list of calls that need wrap-up, and clicking a call in this list will surface the Call Detail section where the call can be documented and dispositioned.

  • If an outbound call is attempted while there are still calls that need to be wrapped-up, an error message will be displayed

  • Users will encounter the same error when dialing out directly from the iOS and Android app, if there are calls needing wrap-up. 

Note: Required fields are now available in the Android and iOS mobile apps
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Users will not be blocked from making outbound calls if their active calls have not been wrapped up. 

Scenarios include:

  1. A user who is on a call and has not completed required fields, will be able to make additional outbound calls while the first call is active or parked

  2. A user who conferences calls together, and has not completed required fields, will be able to make additional outbound calls while the conferences are active. Note: Active means the duration of the conference call

  3. If the user conferences 2 calls together and leaves the conference, the conference is still considered active. Thus wrap-up will not be forced until ALL parties have left the conference. 

To enable required forms for a particular form field;

  1. Go to the Forms tab in the admin console.

  2. Hover over the form in question and press the pencil and paper edit button on the righthand side.

  3. Hover over the form field you'd like to have be required and press the pencil and paper edit button on the righthand side.

  4. Toggle the "required" toggle at the top right of the form fields window.

  5. Click Save, then Publish Form for changes to go live!


​If you have any questions or issues, reach out to the Truly support team at support@truly.co or by clicking your name in the upper right within the admin panel and we'll be happy to assist!

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