Page Comparison

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• Configuring disposition codes using Log a Call
• Configuring setting the disposition code for a call an interaction based on the callinteraction's outcome
• Configuring disposition codes using custom components and Apex

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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 callvoice interaction, 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 using custom components and Apex section later in this page.

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

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voice interaction using Log a Call?

Before an agent can select a disposition code for a callvoice interaction, 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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When an agent clicks to save their changes in Log a Call, Salesforce notifies Vonage Contact Center whether the agent has provided a value in the specified disposition code field.

2. Configuring setting the disposition code for a

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voice interaction based on the

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interaction's outcome

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

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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 agents use custom components during a call an interaction 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

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an interaction in Vonage Contact Center?

To configure the custom component to set disposition codes, call the SetDispositionCodeForCurrentCall method in the DispositionCodeService class provided in the Vonage Contact Center 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 the interaction in Vonage Contact Center.

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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 Vonage Contact Center
        DispositionCodeServiceFutureWrapper.SetDispositionCodeForCurrentCallInFuture('DISPOSITION_CODE_VALUE');
    }
}

How do I display the disposition code in the

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interaction's task record in Salesforce?

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

To display the disposition code in the task record, you must 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 editing custom settings, see Configuring custom settings for optional Vonage Contact Center features in Salesforce.

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Next, you must add the field to the task's page layout.

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