When an agent makes a call using Vonage Contact Center, 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.Anchor top top
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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 for Vonage Contact Center in Salesforce#Configuring disposition codes using custom components and Apexsection later in this page.
How do I enable agents to select a disposition code for a call?
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If the enforced disposition codes feature is enabled for your account, you must firstly first configure the feature in Vonage Contact Center. For information about configuring the enforced disposition codes feature in Vonage Contact Center, see Configuring enforced disposition codes. You must then configure Salesforce to notify Vonage Contact Center whether an agent has provided a disposition code.
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| Custom Settings field | Description | Example |
|---|---|---|
| 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 Vonage Contact Center account key. You must also set your API token for the account key. For information about setting your API token, see Configuring Vonage Contact Center API authentication tokens. You may have already added this information to configure another feature. | polik21xpsu |
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When an agent clicks to save their changes in Log a Call, Salesforce notifies Vonage Contact Center Center whether the agent has provided a value value in the specified disposition code field.
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3. Configuring disposition codes using custom components and Apex
If the enforced disposition codes feature is enabled for your account and your your agents use custom components during a call call rather than Log a Call, you can configure the custom component to set disposition codes as required.
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To display the disposition code in the task record, you must firstly first 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 information about editing custom settings, see Configuring custom settings for optional Vonage Contact Center features in Salesforce.
When your custom component runs the configured Apex code, the DispositionCodeService sets the specfied specified field's value to the value represented by DISPOSITION_CODE_VALUE in the code.
Next, you must add the field to the task's page layout.