When an agent makes a call using NewVoiceMedia, the agent can set a disposition code associated with that call. For more information about disposition codes, see Disposition codes for NewVoiceMedia in Salesforce.
Configuring disposition codes using Log a Call
If your agents use Log a Call to add notes and other details during a call, 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 NewVoiceMedia in Salesforce.
How do I enable agents to select a disposition code for a call?
Before an agent can select a disposition code for a call, 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.
To add the disposition code field to the Log a Call area, type the field's API name into the Log A Call Additional Fields field. For more information about adding fields to the Log a Call area, see Customizing the Log a Call area.
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 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 NewVoiceMedia. For information about configuring the enforced disposition codes feature in NewVoiceMedia, see Configuring enforced disposition codes. You must then configure Salesforce to notify NewVoiceMedia whether an agent has provided a disposition code.
To configure Salesforce to notify 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 NewVoiceMedia account key. You may have already added this information to configure another feature. | polik21xpsu |
| ContactWorld API Authentication Token | The API token for your NewVoiceMedia account key. You may have already added this information to configure another feature. | znEJrJ66Ak+CC8e+GHCq4Iy8lzx5YIlv4tfuCtY6Rue= |
For information about editing custom settings, see Configuring custom settings for optional NewVoiceMedia features in Salesforce.
When an agent clicks to save their changes in Log a Call, Salesforce notifies NewVoiceMedia whether the agent has provided a value in the specified disposition code field.
Configuring disposition codes using custom components and Apex
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 NewVoiceMedia?
To configure the custom component to set disposition codes, use the following Apex code to your component:
NVMContactWorld.DispositionCodeService dispositionCodeService = new NVMContactWorld.DispositionCodeService(); dispositionCodeService.SetDispositionCodeForCurrentCall('DISPOSITION_CODE_VALUE');
Change DISPOSITION_CODE_VALUE as required.
When your custom component runs the configured Apex code, the DispositionCodeService sets the disposition code for the call in NewVoiceMedia.
How do I display the disposition code in the call's task record in Salesforce?
You can optionally display the disposition code's value in the related call's task record.
To display the disposition code in the task record, you must firstly 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 editing custom settings, see Configuring custom settings for optional NewVoiceMedia features in Salesforce.
When your custom component runs the configured Apex code, the DispositionCodeService sets the specfied 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.
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.
For information about call outcomes, see Call outcomes.
To map 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 the unmapped call outcomes and disposition codes.- 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.
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.
- Click Save.
The mapping appears in the Disposition Codes section; the mapped 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.