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.

If progressive dialing is enabled and configured for your account:

• When an agent ends a Connect call, Connect automatically sets the disposition code for the call based on the outcome of the call.
  

• The disposition code determines what Connect does next. Disposition codes indicate which of the following tasks Connect will perform:
  
  • Continue to next record.
  • Continue to next call.
  • Stay on current record.
  If the agent's last call does not have an applicable disposition code Connect stays on the current record.

For more information about progressive dialing, see Progressive dialing.

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 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.

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).