When an agent makes a call using ContactWorldNewVoiceMedia, the agent can set a disposition code associated with that call. For more information about disposition codes, see Disposition codes for NewVoiceMedia in Salesforce.
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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 in Salesforce.
How can I ensure that Salesforce notifies
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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 ContactWorldNewVoiceMedia. For information about configuring the enforced disposition codes feature in ContactWorldNewVoiceMedia, see Configuring enforced disposition codes. You must then configure Salesforce to notify ContactWorld NewVoiceMedia whether an agent has provided a disposition code.
To configure Salesforce to notify ContactWorld NewVoiceMedia whether the agent has provided a disposition code, add the following information to custom settings:
| 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 ContactWorld NewVoiceMedia account key. You may have already added this information to configure another feature. | polik21xpsu |
| ContactWorld API Authentication Token | The API token for your ContactWorld NewVoiceMedia account key. You may have already added this information to configure another feature. | znEJrJ66Ak+CC8e+GHCq4Iy8lzx5YIlv4tfuCtY6Rue= |
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When an agent clicks to save their changes in Log a Call, Salesforce notifies ContactWorld whether NewVoiceMedia whether the agent has provided a value in the specified disposition code field.
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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
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NewVoiceMedia?
To configure the custom component to set disposition codes, use the following Apex code to 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 ContactWorldNewVoiceMedia.
How do I display the disposition code in the call's task record in Salesforce?
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Next you must add the field to the task's page layout.
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.
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