Progressive dialing enhances the functionality of Connect by automating agent tasks.
If progressive dialing is enabled and configured for your account:
When an agent ends a Connect call, Connect automatically sets the disposition code for the call based on the outcome of the call.
- The disposition code determines what Connect does next. Disposition codes indicate which of the following tasks Connect will perform:
- Continue to next record.
- Continue to next call.
- Stay on current record.
If the agent's last call does not have an applicable disposition code Connect stays on the current record.
For more information about progressive dialing, see Progressive dialing.
How do I configure progressive dialing?
If you want to enhance Connect by automating agent tasks, you must enable progressive dialing for your org, profile or user.
To enable progressive dialing, perform the following tasks:
- Add the ENABLE_PROGRESSIVE_DIALLER flag in the Flags field in custom settings. For information about editing custom settings, see Creating or editing custom settings for Connect.
- Enable and configure the enforced disposition codes feature. For information about configuring enforced disposition codes for Connect, see Configuring disposition codes for NewVoiceMedia in Salesforce.
- Create or edit disposition code mappings. To ensure that Connect can determine whether to progress to the agent's next call, you must create a mapping for every disposition code that an agent might select.
To create disposition codes, perform the following steps:- Go to Setup in Salesforce.
- On the left-hand side of the Salesforce window, in the Quick Find field, type 'Custom Settings'.
- In the filtered list of items, click Custom Settings. Custom Settings appears.
Locate the item in the list with the following values:
Label Namespace Prefix Disposition Codes NVMContactWorld To the left of the item, click Manage. Any existing settings appear.
For each disposition code you want to map, click New. Disposition Codes Edit appears.
Type the name of the disposition code in the Name field. The value of name is case sensitive so must match the value that an agent might select for a call. Select or clear the Connected check box as appropriate. Click Save.
Now, when an agent selects a disposition code for and ends a call, Connect can progress to the agent's next call if the selected disposition code indicates that the call was connected.