Enforced manual disposition codes in Vonage Premier for Service Cloud Voice

Owned by Helen Griffith
Last updated: Apr 22, 2024

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.

To enforce manual disposition codes, you must perform the following configuration:

When correctly configured, after an agent ends their call in Salesforce, they will be put in the Logging the call state preventing any calls from being delivered to them until they provide a disposition code.

This feature works in tandem with Salesforce's after conversation work (ACW) — if ACW is enabled, the related voice call record will be locked until the disposition code is set. When the agent completes after-conversation work, the disposition code will be saved. Agents must end their after-conversation work and provide a disposition code to move on.

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

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