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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 Vonage Contact Center in Salesforce.

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1. Configuring disposition codes using Log a Call

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 Configuring disposition codes for Vonage Contact Center in Salesforce#Configuring disposition codes using custom components and ApexConfiguring disposition codes for NewVoiceMedia 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?

Before an agent can select a disposition code for a call, you must create a disposition code field (or use an existing field) and make the field available in the Log a Call area in applicable Salesforce objects.

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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 Vonage Contact Center in Salesforce.

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

If the enforced disposition codes feature is enabled for your account, you must firstly configure the feature in NewVoiceMedia. For information about configuring the enforced disposition codes feature in NewVoiceMedia, see Configuring enforced disposition codes. You must then configure Salesforce to notify NewVoiceMedia whether an agent has provided a disposition code.

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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.

2. Configuring setting the disposition code for a call based on the call's outcome

If enabled for your account, you can configure NewVoiceMedia in Salesforce to automatically set the disposition code for an outbound call based on what happened to the call. To configure this feature, you must map call outcomes to disposition codes.

3. Configuring disposition codes using custom components and Apex

If the enforced disposition codes feature is enabled for your account and your agents use custom components during a call rather than Log a Call, you can configure the custom component to set disposition codes as required.

How do I configure a custom component to set a disposition code for a call in NewVoiceMedia?

To configure the custom component to set disposition codes, call the SetDispositionCodeForCurrentCall method in the DispositionCodeService class provided in the NewVoiceMedia package. Use the following Apex code in your component:

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When your custom component runs the configured Apex code, the DispositionCodeService sets the disposition code for the call in NewVoiceMedia.

Visualforce example

You can use the DispositionCodeService Visualforce or Lightning @AuraEnabled methods.

public with sharing class SampleDispositionController {
 
    public String dispositionCode { get; set; }
     
    public PageReference DispositionCall() {
         
        System.debug('Code: ' + dispositionCode);
        NVMContactWorld.DispositionCodeService dispositionCodeService = new NVMContactWorld.DispositionCodeService();
        dispositionCodeService.SetDispositionCodeForCurrentCall(dispositionCode);
         
        return null;
    }
}

<apex:page controller="SampleDispositionController">
    <apex:form >
        <apex:selectList multiselect="false" size="1" value="{!dispositionCode}">
            <apex:selectOption itemLabel="Call back in 7 days" itemValue="CallBack" />
            <apex:selectOption itemLabel="Do not contact" itemValue="DoNotContact" />
        </apex:selectList>
        <apex:commandButton value="Disposition Call" action="{!DispositionCall}"/>
    </apex:form>
</apex:page>

Flows example

You can use the DispositionCodeService in a Flow.

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);
         
    }
}

DML statements, asynchronous Apex, scheduled Apex, sending email

The SetDispositionCodeForCurrentCall method makes HTTP callouts to NewVoiceMedia, so you cannot run DML statements, asynchronous Apex (such as future methods and batch Apex jobs), or scheduled Apex, or send email before calling this code. For further information, see Salesforce help.

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public class DispositionCodeServiceFutureWrapper
{
    @future(callout=true)
    public static void SetDispositionCodeForCurrentCallInFuture(String dispositionCode)
    {  
         NVMContactWorld.DispositionCodeService dispositionCodeService = new NVMContactWorld.DispositionCodeService();
         dispositionCodeService.SetDispositionCodeForCurrentCall(dispositionCode);
    }
}

public class YourCode
{
    public void YourMethod()
    {
        // --EXAMPLE-- DML statement require before callout
        Example__c obj = new Example__c(Name = 'Test');
        insert obj;
 
        // Call to @future method, which will then callout to NewVoiceMedia
        DispositionCodeServiceFutureWrapper.SetDispositionCodeForCurrentCallInFuture('DISPOSITION_CODE_VALUE');
    }
}

How do I display the disposition code in the call's task record in Salesforce?

You can optionally display the disposition code's value in the related call's task record.

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