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| You must also enable agents to provide a disposition code. You must either use the Web API to do this, or, if your agents are using ContactWorld NewVoiceMedia in Salesforce, you can add a disposition code field to the Log a Call area in Salesforce. For information about using the Web API to set the disposition code or enabling agents to set the disposition code in Salesforce, see Setting disposition code for the call or Configuring disposition codes for ContactWorld NewVoiceMedia in Salesforce. |
When you have correctly configured the enforced disposition codes feature, when an agent finishes handling an interaction—for example, by clicking Release in ContactPad, or when the agent or caller hangs up their phone—the agent's state in ContactPad changes to Logging the call. ContactWorld NewVoiceMedia cannot assign any interactions to the agent until the agent leaves the Logging the call state.
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