Configuring progressive dialing in Vonage Premier for Service Cloud Voice

If the Progressive Dialer feature is available for your account you can configure progressive dialing. Progressive dialing enhances the functionality of Connect by automating agent tasks. For more information about progressive dialing, see Progressive dialing.

Configure Connect

For information about configuring Connect, see Configuring Connect (dialer) with Vonage Premier for Service Cloud Voice.

Enable Lightning Web Security

Progressive dialer needs Lightning Web Security to be enabled to work properly. For information, see Enable Lightning Web Security (Salesforce help).

Configure a voice extension

For information about configuring a voice extension, see Configuring a voice extension in Vonage Premier for Salesforce Voice.

Enabling progressive dialing

Mapping call outcomes to disposition codes

To enable Connect to automatically set the disposition code for a call based on the call's outcome, you need to configure the disposition codes feature by mapping call outcomes to disposition codes. For information about configuring enforced disposition codes in Vonage Premier for Service Cloud Voice, see Configuring enforced disposition codes in Vonage Premier for Service Cloud Voice.

Setting progression mode for disposition codes

When you have correctly configured progressive dialing, when an agent ends a call, Connect determines what to do next based on the progression mode of the call's disposition code (set by either Connect or the agent).