_ExcerptDispositionCodeMapping

For information about call outcomes, see Call outcomes.

To map call outcomes to disposition codes, perform the following steps:

1. Go to the Disposition Code Management tab.
   The Disposition Codes section contains any existing mappings, and the Assistant section contains the unmapped call outcomes and disposition codes.
   

2. Create a new or edit an existing disposition code.
   
   • To edit an existing disposition code, click the dropdown menu in the last column alongside the disposition code and click Edit.
   • To create a new disposition code, click New.
   Edit Disposition Code appears.

3. If you are creating a new disposition-code mapping, type the name of the disposition code you want to map in the Disposition Code field, for example, No Answer.
   

   Maximum length of disposition codes

   Disposition codes should be no longer than the character limit for custom settings. The limit depends on whether the custom settings are encoded or whether the disposition code contains extended characters, such as é.

   We recommend that your disposition codes contain 25 characters or fewer.

   Select the check box alongside the name or names of the call outcome or outcomes you want to map to the disposition code, for example, No Answer and NumberUnobtainable. If the check box is unavailable, the call outcome has already been mapped to a disposition code.

4. Click Save.
   The mapping appears in the Disposition Codes section; the mapped disposition code and call outcomes no longer appear in the Assistant section.

Using the examples above, if a voice call ends with either NoAnswer or NumberUnobtainable, the disposition code for the call is automatically set to No Answer.

To delete an existing mapping, click the dropdown menu in the last column alongside the mapping and click Delete.