When using Vonage Premier for Service Cloud Voice, if disposition codes are enforced, an agent must provide a disposition code for their current call before being able to they can move on to their next call or work item. Alternatively, if enabled for your account, Vonage Premier for Service Cloud Voice can set the disposition code automatically based on the interaction's outcome.
For more information about manual and automatic enforced disposition codes in Vonage Premier for Service Cloud Voice, see Enforced disposition codes in Vonage Premier for Service Cloud Voice.
To enforce manual disposition codes, you must perform the steps tasks described in this page.
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Configuring manual or automatic enforced disposition codes
Configure the Voice Call record page
Open a Voice Call record.
Click the gear icon (Setup) on the top right corner of the page and click Edit Page.
Scroll down the components list from the left navigation pane.
Locate the Vonage Disposition Code Monitor component in the Custom - Managed section, then drag it into your desired section on the right pane.
Click Save.
Click Activation....
Click Assign as Org Default.
Click Next.
Click Save.
Configure the voice extension
If you are using the voice extension provided by Vonage, then the following steps are not required.
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| If Voice Call records are not locking as expected, review the steps above and check you have applied the correct components. |
Configure a custom disposition code
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| You must be using version 23.108 or later of the Vonage Contact Center Core package. |
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Go to Setup in Salesforce.
In the Quick Find field, type 'Custom Settings'.
Click Custom Settings.
Locate the item in the list with the following values:
Label
Namespace
Vonage Contact Center - Core Settings
VCCCore
Click Manage. The default or existing settings appear.
For a new installation, you must create new default settings.
To create the default level settings at Org level, click New in the Default Organization Level Value section.
To create the default level settings at Profile or User level, click New in the lower section.
To make changes to existing settings, click Edit alongside the settings you want to edit.
Settings Edit appears.
Provide the following information:
Field
Description
SCV Disposition Code Field
The API name of the field that you want to use as disposition code field. This field should be of type Picklist and the agents should have write access to this field.
- Click Save. The new or modified settings are saved.
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If a custom disposition code field is not configured, agents will use the Call Resolution field in the Voice Call object to choose the disposition code. |
Configuring automatic enforced disposition codes
If enabled for your account, you can configure Vonage Premier for Service Cloud Voice to automatically set the disposition code for an outbound voice call based on what happened to the call. To configure this feature, you must map call outcomes to disposition codes.
For information about voice call outcomes, see Call outcomes.
To map voice call outcomes to disposition codes, perform the following steps:
Go to the Disposition Code Management tab.
The Disposition Codes section contains any existing mappings and the Assistant section contains unmapped call outcomes and disposition codes. The Assistant section gets the list of disposition codes from the disposition code field configured in the previous section.- Create a new or edit an existing disposition code.
- To edit an existing disposition code, click the dropdown menu in the last column alongside the disposition code and click Edit.
- To create a new disposition code, click New.
- If you are creating a new disposition-code mapping, type the name of the disposition code you want to map in the Disposition Code field, for example, No Answer.
Select the call outcome or outcomes you want to map to the disposition code, for example, NoAnswer and NumberUnobtainable. If the call outcome is unavailable, it has already been mapped to a disposition code. - Click Save.
The mapping appears in the Disposition Codes section; the disposition code and call outcomes no longer appear in the Assistant section.
Using the examples above, if a voice call ends with either NoAnswer or NumberUnobtainable, the disposition code for the call is automatically set to No Answer.
To delete an existing mapping, click the dropdown menu in the last column alongside the mapping and click Delete.