When you finish making a call, you can specify what happened on the call. For example, if the customer was busy, you can set the disposition code to Busy; if the customer requested a call back, you can set the disposition code to Call in 7 days, or Call tomorrow; if you transferred the call to another agent, you can set the disposition code to Transfer.
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For information about configuring and setting disposition codes, see Configuring disposition codes for NewVoiceMedia in Salesforce and Setting disposition codes in Connect.
Disposition codes in Connect managed package
Installing Connect provides a default list of disposition codes .in the custom Next Action (NVMConnect__Next_Action__c) picklist field.The following table lists the disposition code codes provided by the installation. Your Salesforce administrator can change values this list. For information about changing this listpicklist values, see Salesforce help. Alternatively you can create and use your own disposition code field. For information about configuring a disposition code field, see Configuring disposition codes for ContactWorld NewVoiceMedia in Salesforce.
| Disposition code | Description |
|---|---|
| Bad Number | Phone number incorrect. |
| Busy | Customer phoneline phone was busy when agent called. |
| Call in 7 days | Call customer in seven days. |
| Call tomorrow | Call customer tomorrow. |
| Contact | Contact made with the customer |
| Don't call again | Customer requested not to be called again. |
| Left Live Message | Left message that was not pre-recorded |
| Left Voicemail | Agent left pre-recorded voicemail. |
| No Answer | Call was not answered. |
| None | No action to take |
| Sent Documentation | Agent sent customer documentation. |
| Set Callback | Set a callback for given time and day |
| Transfer | Transferred call to another agent |
| Update contact details | Update contact details. |
| Wrong Number | Phone number incorrect. |