When an agent makes a call using ContactWorld, 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 ContactWorld 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 ContactWorld. For information about configuring the enforced disposition codes feature in ContactWorld, see Configuring enforced disposition codes. You must then configure Salesforce to notify ContactWorld whether an agent has provided a disposition code.
To configure Salesforce to notify ContactWorld 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 ContactWorld account key. You may have already added this information to configure another feature. | polik21xpsu |
| ContactWorld API Authentication Token | The API token for your ContactWorld 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 ContactWorld 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 ContactWorld?
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 ContactWorld.
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.