Configuring enforced disposition codes in Vonage Premier for Service Cloud Voice
When using Vonage Premier for Service Cloud Voice, if disposition codes are enforced, an agent must provide a disposition code for their current call before they can move on to their next call or work item. Alternatively, if enabled for your account, Vonage Premier for Service Cloud Voice can set the disposition code automatically based on the interaction's outcome.
For more information about manual and automatic enforced disposition codes in Vonage Premier for Service Cloud Voice, see Enforced disposition codes in Vonage Premier for Service Cloud Voice.
To enforce disposition codes, you must perform the tasks described in this page.
Configuring manual or automatic enforced disposition codes
Configure the Voice Call record page
Open a Voice Call record.
Click the gear icon (Setup) on the top right corner of the page and click Edit Page.
Scroll down the components list from the left navigation pane.
Locate the Vonage Disposition Code Monitor component in the Custom - Managed section, then drag it into your desired section on the right pane.
Click Save.
Click Activation....
Click Assign as Org Default.
Click Next.
Click Save.
Configure a voice extension
For information about configuring a voice extension, see Configuring a voice extension in Vonage Premier for Salesforce Voice.
If Voice Call records are not locking as expected, review the steps above and check you have applied the correct components.
Configure a custom disposition code
Prerequisites
You must be using version 23.108 or later of the Vonage Contact Center Core package.
To use a custom disposition code field, perform the following steps:
Go to Setup in Salesforce.
In the Quick Find field, type 'Custom Settings'.
Click Custom Settings.
Locate the item in the list with the following values:
Click Manage. The default or existing settings appear.
For a new installation, you must create new default settings.
To create the default level settings at Org level, click New in the Default Organization Level Value section.
To create the default level settings at Profile or User level, click New in the lower section.
To make changes to existing settings, click Edit alongside the settings you want to edit.
Settings Edit appears.
Provide the following information:
Click Save. The new or modified settings are saved.
If a custom disposition code field is not configured, agents will use the Call Resolution field in the Voice Call object to choose the disposition code.
Configuring automatic enforced disposition codes
If enabled for your account, you can configure Vonage Premier for Service Cloud Voice to automatically set the disposition code for an outbound voice call based on what happened to the call. To configure this feature, you must map call outcomes to disposition codes.
The Assistant section gets the list of disposition codes from Call Resolution field in Voice Call or from the disposition code field configured in the previous section.