Configuring progressive dialing

If the Progressive Dialler feature is available for your account, you can configure progressive dialing. Progressive dialing enhances the functionality of Connect by automating agent tasks.

In this page

For more information about progressive dialing, see Progressive dialing.

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 mapping call outcomes to disposition codes, see the 2. Configuring setting the disposition code for a voice interaction based on the interaction's outcome section in Configuring disposition codes for Vonage Contact Center in Salesforce.

Deleting a call-outcome to disposition-code mapping also deletes the flag that indicates whether Connect should progress to the next record for an agent to handle.

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).