Configuring disposition codes for Vonage Contact Center in Salesforce

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 Vonage Contact Center in Salesforce.

You have three different ways to configure disposition codes:

• Configuring disposition codes using Log a Call
• Configuring setting the disposition code for a call based on the call's outcome
• Configuring disposition codes using custom components and Apex

1. 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 Vonage Contact Center in Salesforce#Configuring disposition codes using custom components and ApexConfiguring disposition codes for NewVoiceMedia in Salesforce#Configuring disposition codes for NewVoiceMedia in Salesforce#Configuring disposition codes using custom components and Apex.

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 Vonage Contact Center 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:

For information about editing custom settings, see Configuring custom settings for optional Vonage Contact Center 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.

2. 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 voice interaction outcomes, see Call outcomes.

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

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

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

2. If a mapping for the disposition code already exists, click the cog icon in the ACTIONS column alongside disposition code. Click Edit.
   If a mapping for the disposition code does not already exist, click New.
   An Edit Disposition Code dialog box appears.
   
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.
   Select the check box alongside the name or names of the interaction outcome or outcomes you want to map to the disposition code, for example, No Answer and NumberUnobtainable. If the check box is unavailable, the interaction outcome has already been mapped to a disposition code.
4. Click Save.
   The mapping appears in the Disposition Codes section; the mapped disposition code and interaction outcomes no longer appear in the Assistant section.

If a voice interaction ends with either of the selected outcomes, the disposition code for the interaction is automatically set to No Answer.

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

3. 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, call the SetDispositionCodeForCurrentCall method in the DispositionCodeService class provided in the NewVoiceMedia package. Use the following Apex code in your component:

When your custom component runs the configured Apex code, the DispositionCodeService sets the disposition code for the call in NewVoiceMedia.

Visualforce example

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

public with sharing class SampleDispositionController {
 
    public String dispositionCode { get; set; }
     
    public PageReference DispositionCall() {
         
        System.debug('Code: ' + dispositionCode);
        NVMContactWorld.DispositionCodeService dispositionCodeService = new NVMContactWorld.DispositionCodeService();
        dispositionCodeService.SetDispositionCodeForCurrentCall(dispositionCode);
         
        return null;
    }
}

<apex:page controller="SampleDispositionController">
    <apex:form >
        <apex:selectList multiselect="false" size="1" value="{!dispositionCode}">
            <apex:selectOption itemLabel="Call back in 7 days" itemValue="CallBack" />
            <apex:selectOption itemLabel="Do not contact" itemValue="DoNotContact" />
        </apex:selectList>
        <apex:commandButton value="Disposition Call" action="{!DispositionCall}"/>
    </apex:form>
</apex:page>

Flows example

You can use the DispositionCodeService in a Flow.

global class DispositionFlow {
     
    @InvocableMethod (label = 'Set Disposition Code for Current Call' description = 'Set the disposition code for the users current call in NewVoiceMedia.')
    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);
         
    }
}

DML statements, asynchronous Apex, scheduled Apex, sending email

The SetDispositionCodeForCurrentCall method makes HTTP callouts to NewVoiceMedia, 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.

If you need to perform any such tasks before calling the SetDispositionCodeForCurrentCall method, wrap the call in a future method. For information about future methods and Salesforce limits with future methods, see Salesforce help.

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 NewVoiceMedia
        DispositionCodeServiceFutureWrapper.SetDispositionCodeForCurrentCallInFuture('DISPOSITION_CODE_VALUE');
    }
}

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 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 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 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.