Page Comparison

For information about call outcomes, see Call outcomes.

To map call outcomes to disposition codes, perform the following steps:

1. Go to the Disposition Code Management tab in your ContactWorld for Salesforce app.
   The Disposition Codes section contains any existing mappings, and the Assistant section contains the unmapped call outcomes and disposition codes.
   

   Info
   The Assistant section gets the list of disposition codes from the Log A Call Disposition Code Field field in custom settings.

   Image Removed

2. If a mapping for the disposition code already existsCreate a new or edit an existing disposition code.
   
   • To edit an existing disposition code, click the
   cog icon
   • dropdown menu in the
   ACTIONS
   • last column alongside the disposition code
   .
   • and click 
   Click
   • Edit.
   If a mapping for the
   • To create a new disposition code
   does not already exist
   • , click New.
   An Edit Disposition Code dialog box  appears.
   Image Removed

3. 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.
   

   Note
   title Maximum length of disposition codes
   Disposition codes should be no longer than the character limit for custom settings. The limit depends on whether the custom settings are encoded or whether the disposition code contains extended characters, such as é. We recommend that your disposition codes contain 25 characters or fewer.

   Select the check box alongside the name or names of the call outcome or outcomes you want to map to the disposition code, for example, No Answer and NumberUnobtainable. If the check box is unavailable, the call outcome has already been mapped to a disposition code.

   Image Removed
4. Click Save.
   Image Removed
   The mapping appears in the Disposition Codes section; the mapped disposition code and call outcomes no longer appear in the Assistant section.

If a Using the examples above, if a voice call ends with either of the selected outcomes NoAnswer or NumberUnobtainable, the disposition code for the call is automatically set to No Answer.

To make changes to or delete an existing mapping, click the cog icon in the ACTIONS dropdown menu in the last column alongside the mapping . Click Edit or Delete as required.

Image Removed

and click Delete.