Configuring enforced disposition codes in Vonage Premier for Service Cloud Voice

When using Vonage Premier for Service Cloud Voice, if disposition codes are enforced, an agent must provide a disposition code for their current call before being able to move on to their next call or work item.

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

To enforce manual disposition codes, you must perform the steps described in this page.

Configure the Voice Call record page

1. Open a Voice Call record.

2. Click the gear icon (Setup) on the top right corner of the page and click Edit Page.

3. Scroll down the components list from the left navigation pane.

4. Locate the Vonage Disposition Code Monitor component in the Custom - Managed section, then drag it into your desired section on the right pane.

5. Click Save.

6. Click Activation....

7. Click Assign as Org Default.

8. Click Next.

9. Click Save.

Configure the voice extension

If you are using the voice extension provided by Vonage, then the following steps are not required.

1. Go to Lightning App Builder within Setup.

2. Click Edit next to your custom voice extension.

3. Locate the DispositionChangeListener component in the Custom - Managed section, then drag it into your desired section on the right pane.

4. Click Save.

Configure a custom disposition code

To use a custom disposition code field, perform the following steps:

1. Go to Setup in Salesforce.

2. In the Quick Find field, type 'Custom Settings'.

3. Click Custom Settings.

4. Locate the item in the list with the following values:

   Label	Namespace
   Vonage Contact Center - Core Settings	VCCCore

   Click Manage. The default or existing settings appear.

5. For a new installation, you must create new default settings.

   • To create the default level settings at Org level, click New in the Default Organization Level Value section.

   • To create the default level settings at Profile or User level, click New in the lower section.

   • To make changes to existing settings, click Edit alongside the settings you want to edit.

   Settings Edit appears.

6. Provide the following information:

   Field	Description
   SCV Disposition Code Field	The API name of the field that you want to use as disposition code field. This field should be of type Picklist and the agents should have write access to this field.

7. Click Save. The new or modified settings are saved.