Configuring progressive dialing in Vonage Premier for Salesforce Voice

1 Overview
2 Configure Connect
3 Enable Lightning Web Security
4 Configure a voice extension
5 Enabling progressive dialing
6 Mapping call outcomes to disposition codes
7 Setting progression mode for disposition codes

Overview

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 Salesforce 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

To enable progressive dialing, select the Progressive Dialler check box in custom settings. For information about editing custom settings, see Creating or editing custom settings for Connect.

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 Salesforce Voice, see Configuring enforced disposition codes in Vonage Premier for Salesforce Voice.

Setting progression mode for disposition codes

While mapping call outcomes to disposition codes, you must also configure the progression mode for each of the disposition codes. The progression mode determines whether Connect should automatically progress to the next record or call for the agent to handle or stay on the current record, based on their current call's disposition code.

In Progression Mode, select which of the following tasks Connect will perform if the agent's current call contains this disposition code:

Continue to next record.
Continue to next call.
Stay on current record.

For information about the different progression modes, see Progressive dialing.

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).