Configuring disposition codes for Vonage Contact Center in Salesforce

When an agent makes or receives an interaction using Vonage Contact Center, the agent can set a disposition code associated with that interaction. For more information about disposition codes, see Disposition codes for Vonage Contact Center in Salesforce.

You have three different ways to configure disposition codes:

• Configuring disposition codes using Log a Call
• Configuring setting the disposition code for an interaction based on the interaction's outcome
• Configuring disposition codes using custom components and Apex

1. Configuring disposition codes using Log a Call

If your agents use Log a Call to add notes and other details during a voice interaction, you can configure disposition codes in the Log a Call area. If your agents do not use Log a Call, you can still configure disposition codes using custom components and Apex. For information about configuring disposition codes using custom components and Apex, see Configuring disposition codes using custom components and Apex section later in this page.

How do I enable agents to select a disposition code for a voice interaction using Log a Call?

Before an agent can select a disposition code for a voice interaction, you must create a disposition code field (or use an existing field) and make the field available in the Log a Call area in applicable Salesforce objects.

To add the disposition code field to the Log a Call area, type the field's API name into the Log A Call Additional Fields field. For more information about adding fields to the Log a Call area, see Customizing the Log a Call area.

An agent can now see and use the disposition code field in the Log a Call area. For information about setting the disposition code, see Setting disposition codes for Vonage Contact Center in Salesforce.

How can I ensure that Salesforce notifies Vonage Contact Center whether an agent has provided a disposition code?

If the enforced disposition codes feature is enabled for your account, you must first configure the feature in Vonage Contact Center. For information about configuring the enforced disposition codes feature in Vonage Contact Center, see Configuring enforced disposition codes. You must then configure Salesforce to notify Vonage Contact Center whether an agent has provided a disposition code.

To configure Salesforce to notify Vonage Contact Center whether the agent has provided a disposition code, add the following information to custom settings:

For information about editing custom settings, see Configuring custom settings for optional Vonage Contact Center features in Salesforce.

When an agent clicks to save their changes in Log a Call, Salesforce notifies Vonage Contact Center whether the agent has provided a value in the specified disposition code field.

2. Configuring setting the disposition code for a voice interaction based on the interaction's outcome

If enabled for your account, you can configure Vonage Contact Center in Salesforce to automatically set the disposition code for an outbound voice interaction based on what happened to the interaction. To configure this feature, you must map interaction outcomes to disposition codes.

For information about voice interaction outcomes, see Call outcomes.

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

1. Go to the Disposition Code Management tab in your NewVoiceMedia for Salesforce app. The Disposition Codes section contains any existing mappings, and the Assistant section contains the unmapped interaction outcomes and disposition codes.
   

   The Assistant section gets the list of disposition codes from the Log A Call Disposition Code Field field in custom settings.

2. If a mapping for the disposition code already exists, click the cog icon in the ACTIONS column alongside disposition code. Click Edit.
   If a mapping for the disposition code does not already exist, click New.
   An Edit Disposition Code dialog box 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.
   Select the check box alongside the name or names of the interaction outcome or outcomes you want to map to the disposition code, for example, No Answer and NumberUnobtainable. If the check box is unavailable, the interaction 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 interaction outcomes no longer appear in the Assistant section.

If a voice interaction ends with either of the selected outcomes, the disposition code for the interaction is automatically set to No Answer.

To make changes to or delete an existing mapping, click the cog icon in the ACTIONS column alongside the mapping. Click Edit or Delete as required.

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3. Configuring disposition codes using custom components and Apex

If the enforced disposition codes feature is enabled for your account and your agents use custom components during an interaction rather than Log a Call, you can configure the custom component to set disposition codes as required.

How do I configure a custom component to set a disposition code for an interaction in Vonage Contact Center?

To configure the custom component to set disposition codes, call the SetDispositionCodeForCurrentCall method in the DispositionCodeService class provided in the Vonage Contact Center package. Use the following Apex code in your component:

When your custom component runs the configured Apex code, the DispositionCodeService sets the disposition code for the interaction in Vonage Contact Center.

Visualforce example

You can use the DispositionCodeService Visualforce or Lightning @AuraEnabled methods.

public with sharing class SampleDispositionController {
 
    public String dispositionCode { get; set; }
     
    public PageReference DispositionCall() {
         
        System.debug('Code: ' + dispositionCode);
        NVMContactWorld.DispositionCodeService dispositionCodeService = new NVMContactWorld.DispositionCodeService();
        dispositionCodeService.SetDispositionCodeForCurrentCall(dispositionCode);
         
        return null;
    }
}

<apex:page controller="SampleDispositionController">
    <apex:form >
        <apex:selectList multiselect="false" size="1" value="{!dispositionCode}">
            <apex:selectOption itemLabel="Call back in 7 days" itemValue="CallBack" />
            <apex:selectOption itemLabel="Do not contact" itemValue="DoNotContact" />
        </apex:selectList>
        <apex:commandButton value="Disposition Call" action="{!DispositionCall}"/>
    </apex:form>
</apex:page>

Flows example

You can use the DispositionCodeService in a Flow.

global class DispositionFlow {
     
    @InvocableMethod (label = 'Set Disposition Code for Current Call' description = 'Set the disposition code for the users current call in Vonage Contact Center.')
    global static void SetDispositionCode(List<String> params) {
         
        if (params.size() != 1) {
            // Error?
            System.debug('You should pass only 1 disposition code to this method.');
        }
         
        String dispositionCode = params[0];
 
        NVMContactWorld.DispositionCodeService dispositionCodeService = new NVMContactWorld.DispositionCodeService();
        dispositionCodeService.SetDispositionCodeForCurrentCall(dispositionCode);
         
    }
}

DML statements, asynchronous Apex, scheduled Apex, sending email

The SetDispositionCodeForCurrentCall method makes HTTP callouts to Vonage Contact Center, so you cannot run DML statements, asynchronous Apex (such as future methods and batch Apex jobs), or scheduled Apex, or send email before calling this code. For further information, see Salesforce help.

If you need to perform any such tasks before calling the SetDispositionCodeForCurrentCall method, wrap the call in a future method. For information about future methods and Salesforce limits with future methods, see Salesforce help.

public class DispositionCodeServiceFutureWrapper
{
    @future(callout=true)
    public static void SetDispositionCodeForCurrentCallInFuture(String dispositionCode)
    {  
         NVMContactWorld.DispositionCodeService dispositionCodeService = new NVMContactWorld.DispositionCodeService();
         dispositionCodeService.SetDispositionCodeForCurrentCall(dispositionCode);
    }
}

public class YourCode
{
    public void YourMethod()
    {
        // --EXAMPLE-- DML statement require before callout
        Example__c obj = new Example__c(Name = 'Test');
        insert obj;
 
        // Call to @future method, which will then callout to Vonage Contact Center
        DispositionCodeServiceFutureWrapper.SetDispositionCodeForCurrentCallInFuture('DISPOSITION_CODE_VALUE');
    }
}

How do I display the disposition code in the interaction's task record in Salesforce?

You can optionally display the disposition code's value in the related interaction's task record.

To display the disposition code in the task record, you must first specify, in custom settings, the field that will contain the disposition code. You can use the standard Call Result (CallDisposition) task field or create a custom field for this purpose. For information about editing custom settings, see Configuring custom settings for optional Vonage Contact Center features in Salesforce.

When your custom component runs the configured Apex code, the DispositionCodeService sets the specified field's value to the value represented by DISPOSITION_CODE_VALUE in the code.

Next, you must add the field to the task's page layout.

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