_ExcerptDispositionCodeMapping

Used by Configuring disposition codes for Vonage Contact Center in Salesforce, Configuring progressive dialingFor 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.