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Disposition codes in Vonage Contact Center
In If the Call Logging feature is enabled for your account, admin users can create disposition codes for your account in the Call Logging area of Vonage Contact Center, you can set or enable agents to provide a disposition code at the end of an interaction. Setting a disposition code requires use of .
For information about creating disposition codes in Call Logging, see Call Logging.
Agents can add disposition codes in three ways, depending on which features are configured for your account:
- Using ContactPad. If enabled for your account, agents can add a disposition code using ContactPad. For more information, see Logging an interaction in ContactPad.
- Using the Web API. For information about using the Web API to set
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- disposition
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- codes, see Setting disposition code for the call.
- Using the Log a Call area in Salesforce. If you are using Vonage Contact Center in Salesforce, you can configure your integration to enable agents to set a disposition code during or after a call. For
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- more information, see Disposition codes in VCC in Salesforce.
Disposition codes in
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VCC in Salesforce
If you have integrated Vonage Contact Center VCC into Salesforce, you do not need to use the Web API to set a disposition code and can instead your Salesforce administrators can add a disposition code field to the Log a Call area. For information about adding a disposition code to the Log a Call area in Salesforce and using the enforced disposition codes feature, see Configuring disposition codes for Vonage Contact Center in Salesforce.
Agents can then select the disposition code while taking call notes either during or after a call. For information about adding setting a disposition code to the using Log a Call area in Salesforce and using in Salesforce, see Setting disposition codes for Vonage Contact Center in Salesforce.
Enforced disposition codes feature
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For information about configuring the enforced disposition codes feature in Vonage Contact Center, see Configuring enforced disposition codes for Vonage Contact Center in Salesforce.