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 for Vonage Contact Center in Salesforce#Configuring disposition codes for NewVoiceMedia 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 voice interaction using Log a

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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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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 Vonage Contact Center in Salesforce.

How can I ensure that Salesforce notifies

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Vonage Contact Center whether an agent has provided a disposition code?

If the enforced disposition codes feature is enabled for your account, you must firstly first configure the feature in NewVoiceMediaVonage Contact Center. For information about configuring the enforced disposition codes feature in NewVoiceMediaVonage Contact Center, see Configuring enforced disposition codes. You must then configure Salesforce to notify NewVoiceMedia Vonage Contact Center whether an agent has provided a disposition code.

To configure Salesforce to notify NewVoiceMedia Vonage Contact Center whether the agent has provided a disposition code, add the following information to custom settings:

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When an agent clicks to save their changes in Log a Call, Salesforce notifies NewVoiceMedia Vonage Contact Center whether the agent has provided a value  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 NewVoiceMedia 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 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 NewVoiceMedia 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 in NewVoiceMediathe interaction in Vonage Contact Center.

Visualforce example

You can use the DispositionCodeService Visualforce or Lightning @AuraEnabled methods.

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global class DispositionFlow {
     
    @InvocableMethod (label = 'Set Disposition Code for Current Call' description = 'Set the disposition code for the users current call in Vonage Contact NewVoiceMediaCenter.')
    global static void SetDispositionCode(List<String> params) {
         
        if (params.size() != 1) {
            // Error?
            System.debug('You should pass only 1 disposition code to this method.');
        }
         
        String dispositionCode = params[0];
 
        NVMContactWorld.DispositionCodeService dispositionCodeService = new NVMContactWorld.DispositionCodeService();
        dispositionCodeService.SetDispositionCodeForCurrentCall(dispositionCode);
         
    }
}

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The SetDispositionCodeForCurrentCall method makes HTTP callouts to NewVoiceMediaVonage Contact Center, so you cannot run DML statements, asynchronous Apex (such as future methods and batch Apex jobs), or scheduled Apex, or send email before calling this code. For further information, see Salesforce help.

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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 NewVoiceMediaCenter
        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 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.

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