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| You must also enable agents to provide a disposition code. You must either use the Web API to do this, or, if your agents are using NewVoiceMedia in Salesforce, you can add a disposition code field to the Log a Call area in Salesforce. For information about using the Web API to set the disposition code or enabling agents to set the disposition code in Salesforce, see Setting disposition code for the call or Configuring disposition codes for NewVoiceMedia Vonage Contact Center in Salesforce. |
When you have correctly configured the enforced disposition codes feature, when an agent finishes handling an interaction—for example, by clicking Release in ContactPad, or when the agent or caller hangs up their phone—the agent's state in ContactPad changes to Logging the call. NewVoiceMedia cannot assign any interactions to the agent until the agent leaves the Logging the call state.
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If enabled for your account, you can enable the enforced disposition codes at an agent level in Real TimeUser Admin. For information about enabling enforced disposition codes for agents, see Enabling the How do I enable enforced disposition codes feature for an agent? in Configuring individual agentsusers.