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When an agent makes a call using NewVoiceMedia, the agent can set a disposition code associated with that call. For more information about disposition codes, see Disposition codes for NewVoiceMedia Vonage Contact Center in Salesforce.

You have three different ways to configure disposition codes:

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If your agents use Log a Call to add notes and other details during a call, you can configure disposition codes in the Log a Call area. If your agents do not use Log a Call, you can still configure disposition codes using custom components and Apex. For information about configuring disposition codes using custom components and Apex, see 227154569Configuring disposition codes for Vonage Contact Center in Salesforce#Configuring disposition codes for NewVoiceMedia in Salesforce#Configuring disposition codes using custom components and Apex.

How do I enable agents to select a disposition code for a call?

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An agent can now see and use the disposition code field in the Log a Call area. For information about setting the disposition code, see Setting disposition codes for NewVoiceMedia in Salesforce.

Disposition code in Log a CallImage Removed

How can I ensure that Salesforce notifies NewVoiceMedia whether an agent has provided a disposition code?

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Custom Settings fieldDescriptionExample
Log a Call Disposition Code Field

The disposition code field's API name.

You must have added the disposition code field to the Log a Call area as described in the previous section.

Disposition_code__c
ContactWorld Account Key

Your NewVoiceMedia account key.

You must also set your API token for the account key. For information about setting your API token, see Configuring NewVoiceMedia Vonage Contact Center API authentication tokens.

You may have already added this information to configure another feature.

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For information about editing custom settings, see Configuring custom settings for optional NewVoiceMedia Vonage Contact Center features in Salesforce.Enforced disposition codeImage Removed

When an agent clicks to save their changes in Log a Call, Salesforce notifies NewVoiceMedia whether the agent has provided a value in the specified disposition code field.

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Expand
titleFlows example

To use the DispositionCodeService in a Flow, wrap the code inside a custom class that is an @InvocableMethod:

Code Block
languagejava
titleDispositionCodeService in @InvocableMethod wrapper
global class DispositionFlow {
     
    @InvocableMethod (label = 'Set Disposition Code for Current Call' description = 'Set the disposition code for the users current call in NewVoiceMedia.')
    global static void SetDispositionCode(List<String> params) {
         
        if (params.size() != 1) {
            // Error?
            System.debug('You should pass only 1 disposition code to this method.');
        }
         
        String dispositionCode = params[0];
 
        NVMContactWorld.DispositionCodeService dispositionCodeService = new NVMContactWorld.DispositionCodeService();
        dispositionCodeService.SetDispositionCodeForCurrentCall(dispositionCode);
         
    }
}

When you have created the Apex class, use the Flow Builder to create a flow that uses the class:

  1. Add an Apex Action to your flow.
  2. Choose the Apex class you created:.Add Apex actionImage Removed
  3. In Set Input Values, click to include input values.Include input valuesImage Removed
  4. Type the value or search for resources to set the disposition code to and click Done.

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To display the disposition code in the task record, you must firstly specify, in custom settings, the field that will contain the disposition code. You can use the standard Call Result (CallDisposition) task field or create a custom field for this purpose. For information about editing custom settings, see Configuring custom settings for optional NewVoiceMedia Vonage Contact Center features in Salesforce.

When your custom component runs the configured Apex code, the DispositionCodeService sets the specfied field's value to the value represented by DISPOSITION_CODE_VALUE in the code.

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