Using enforced disposition codes in Vonage Premier for Service Cloud Voice

When using Vonage Premier for Service Cloud Voice, if disposition codes are enforced, you must provide a disposition code for your current call before you can move on to your next call or work item. You will be put into and remain in the Logging the call state and the corresponding voice call record will be locked until you have provided a disposition code.

Refresh Salesforce

If the enforced disposition codes feature has been turned on since your last call, you must refresh Salesforce. This ensures that the behavior takes effect. If the enforced disposition codes feature is later turned off, you must refresh Salesforce again. This ensures that the behavior is updated and disposition codes will no longer be enforced.

For more information about enforced disposition codes, see Enforced manual disposition codes in Vonage Premier for Service Cloud Voice.

In this page

Setting the disposition code

When a voice call arrives for you, a voice call record pops. This record is 'locked' and no X icon will appear in the record's tab — you cannot close it until you have provided a disposition code.

Locked voice call record

The default field in Salesforce for dispositioning a call is the Call Resolution field. However, your administrator may have configured your org to use a custom field. You can select a value in Call Resolution or the custom field at any time during a call. Saving the value will unlock the voice call record.

Unlocked voice call record

When you end the call and after-conversation work times out or is completed, if you have not selected a disposition code, the disposition code component appears in the voice call record. The component has either the default Call Resolution field on it or the custom field. Select the appropriate disposition code for your call and click Save.

Resend

If saving the disposition code fails, the Resend button will appear allowing you to try setting and sending the disposition code again.

--None--

If you select --None-- in the disposition code field, you will receive a message to select a valid disposition code.

When you have saved a disposition code, the voice call record will unlock.

Consults and transfers

In the case of consults and transfers, disposition codes are enforced only if you are the last agent to handle the call. All previous agents will have their voice call records unlocked; they can set a disposition code for the call in their own voice call records (using the appropriate field on the voice call if available).

After conversation work (ACW)

This enforced disposition codes with Salesforce's after-conversation work feature when it is enabled or disabled.

When ACW is enabled

When you end a call, the ACW component will appear on your current active voice call record, as well as the new disposition component.

To complete your call, you must both of the following steps:

Set the disposition code in the Call Resolution or custom field. You can do this on either the voice call record itself or in the custom component.
Complete ACW in one of the following ways:
- ACW times out
- Clicks All Done in the ACW component
- Close the voice call tab

When you have completed both of the steps, the disposition code will be set and you are notified of its success.

Outside of ACW, you can change the disposition code of any voice call and it will be saved against the interaction it relates to.

When ACW is disabled

When you end a call, you must close your voice call record instead of completing ACW in the component.

Known issues and resolutions

No ACW component appears

Due to issues within Salesforce, the ACW component may not appear and you may not be able to close the voice call record. In such a situation, you can't complete the call.

If this problem occurs, you should click the Set Disposition Code button in the Voice Extension in the Omni-Channel Widget. If you have already selected a disposition code, this button will save the disposition code. Otherwise, this button will force the Call Disposition component to appear.

Use this button only when you have completed your after-conversation work but can't receive another call.

Agent in Logging the call state with no voice call record in Salesforce

Another rare and unlikely issue is if you are in the Logging the call state but do not have a matching voice call within Salesforce for your current interaction. This issue occurs due either to you making a call in ContactPad and then moving to SCV without dispositioning the call (this is not recommended practice), or to Salesforce not creating the voice call record.

If this problem occurs, you should click the Cancel Current Telephone Work Item button in the Voice Extension in the Omni-Channel Widget. This button will effectively abandon that interaction by setting a disposition code in Vonage Contact Center of No Voice Call Found.

Use this button only when you have completed your after-conversation work but can't receive another call.