Creating and managing agent dispositions for outbound voice campaigns in RingCX
===============================================================================
Agent dispositions for outbound voice campaigns allow agents to record information about a call during or after the interaction, such as whether they completed the call, left a voicemail, or escalated the call. Agent dispositions can also determine the next action, including whether the lead should be dialed again or added to the DNC list.
Prerequisites
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* Be an admin with permission to manage agent dispositions
* Have at least one [dial group](https://support.ringcentral.com/article-v2/Creating-a-dial-group-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") and [campaign](https://support.ringcentral.com/article-v2/Creating-a-RingCX-campaign.html?brand=RingCentral&product=RingCX&language=en_US "") configured
For information on creating dispositions for inbound queues, visit [Creating and managing agent dispositions for RingCX inbound queues](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "").
Creating agent dispositions in an outbound queue campaign
---------------------------------------------------------
* In the [
Admin Portal
](https://service.ringcentral.com ""), click **Contact Center** , then select *Admin*. Sign in to [
RingCX
](https://ringcx.ringcentral.com/ "") and click the **Admin** tile.
* In the left panel, click **Dialing** , then click **Campaigns** .
* Click the dial group you want to create dispositions for. In the submenu, click the relevant campaign.
* In the left panel, click **Dispositions**.
* Click the **Add Disposition** button at the top right.
* To activate the disposition, make sure the **Enabled** box is checked.
* In the **Edit Campaign Disposition** window, enter a **Name** for the disposition.
* Configure the remaining [disposition settings](#configure-disposition-settings "") as needed.
* Click **Save** .
Configuring Campaign disposition settings
-----------------------------------------
Use these settings to determine how an agent disposition works in an outbound campaign:
* [Basic settings](#basic "")
* [Requeue and callbacks](#requeue-callback "")
* [Reporting and agent actions](#reporting "")
* [Categories](#categories "")
* [Call routing](#call-routing "")
* [Advanced settings](#advanced-settings "")
### Basic settings
* **Enabled**: Check this box to make the disposition immediately available to use.
* **Name**: Enter a name for the disposition. This is the name that will be displayed to the agent in the list of dispositions. This field is required.
* **Rank**: Choose the order in which the disposition appears in the agent's list of dispositions.
* **DTMF Mapping**: Use DTMF Mapping for agents who dial in and don't have access to the RingCX agent interface. Enter a DTMF keypad value that agents can press to select this disposition.
### Requeue and callback settings
* **Requeue** : From the dropdown, select how you want to requeue calls with this disposition.
* *Yes -- Standard* : Makes the lead available for dialing any time after the Requeue Delay time is reached. The lead status is set to *READY*.
* *Yes -- Priority* : Makes the lead available for dialing exactly when the Requeue Delay time is reached, or at a specific time and date set by the agent. The lead's status is set to *CALLBACK*.
* *No*: Ensures the lead is not made available for dialing again.
* **Requeue Delay** : Choose the time (in minutes) that the system should wait before making this lead available for dialing again. To use this option, you need to select *Yes* under Requeue.
* **Auto Disposition on Timeout** : Check this box to automatically submit this disposition once the time set in Disposition Timeout has passed after a call is completed. The timed-out disposition will be given the same name as this disposition. Only one disposition can be selected at a time.
* **Disposition Timeout (sec.)**: Choose a time (in seconds) that you want the system to wait after a call before submitting the disposition. To use this option, Auto Disposition on Timeout must be checked.
### Reporting
The following reporting flags don't change an interaction's state or affect pass counts or pass actions unless otherwise noted.
* **Finished** : Check this box to apply a *Finished* flag to a caller.
* **Success** : Check this box to apply a *Successful* flag to an interaction.
* **Contact**: Check this box to indicate that the call reached a person rather than voicemail or an answering machine.
* **Not Live Person** : The agent can select this disposition to remove an ANSWERED disposition if an answering machine or voicemail bypasses our voicemail detection feature.
Note: Interactions marked as *Not Live Person* will affect call answer and abandon calculations.
### Agent actions
* **Agent Specific Callback** : UsUse this setting to assign the callback to the agent who sets the disposition. The callback will appear in the agent's scheduled callback tab.
Note: For this setting to work, Requeue must be enabled.
* **Require Note**: Check this box to require the agent to enter a note in the disposition's Notes section.
* **Save Survey**: This feature is only available to existing users on specific accounts. Check this box to save this interaction's survey results to your database. If you don't check this box, survey data will be discarded.
* **Add to DNC**: Check this box to add the lead to the DNC list. The Global DNC list is selected by default.
* **Do Not Call Tag** : After checking Add to DNC, you can click the dropdown to select the *Do Not Call (DNC)* list where you want to add the lead. Options include custom DNC lists you've created and the *Global* setting.
### Categories
* **Categories** : Select one or more [categories](https://support.ringcentral.com/article-v2/creating-and-using-categories-in-ringcx.html?brand=RingCentral&product=RingCX&language=en_US "") to assign automatically when an agent submits this disposition.
### Call routing
* **Contact Forwarding** : Use this campaign-specific setting to allow agents to enter a one-time ten-digit phone number to forward the call to. Select *Yes* from the dropdown menu to enable this or *No* to disable it.
* **Forward the Call**: Once the agent selects this disposition, agents can enter the new phone number and forward the call.
* **Transfer** : Click the dropdown, then select the type of transfer you want to assign to interactions with this disposition.
* *No Transfer*: Interactions with this disposition won't be transferred.
* *Warm Transfer*: Allows the agent to stay on the line as the call transfers and is answered by the receiving party.
* *Cold Transfer*: Disconnects the agent from the line when the transfer is initiated.
Note: If you select *Warm* or *Cold*, enter the phone number you want to transfer the call to in the Number field.
### Advanced settings
* **Email Destinations** : Enter one or more email addresses that will receive a [localized HTML system email notification](https://support.ringcentral.com/article-v2/enabling-localized-email-notifications-in-ringcx.html?brand=RingCentral&product=RingCX&language=en_US "") when an agent submits this disposition. The notification includes information about the call, such as the agent who took the call, the details of the customer, and the selected disposition. The email uses the language and timezone configured for your sub-account. Use commas to separate multiple email addresses.
* **Web Service**: Use this campaign-specific setting to trigger a configured web service when an agent submits a disposition. Select a web service from the dropdown, if available.
* **Email Template** : Select an [email template](https://support.ringcentral.com/article-v2/Creating-an-email-template-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") from the dropdown to send a follow-up email when an agent submits a disposition.
Note
* This option is unavailable if Auto Disposition on Timeout is selected.
* The email template will be sent to the email specified in the email field.
* **Campaign Transitions** : To let agents transition a lead to another campaign when they submit a disposition, select a campaign from the dropdown. This setting is campaign-specific.
* **Create Copy** : Check this box to create a copy of a lead (instead of moving the lead into the new campaign) and place it in a new campaign. This setting is campaign-specific.
* **Merge Lead to Source**: If you enabled the Create Copy setting, check this box to merge a copied lead back to its original campaign. This setting is campaign-specific.
* **Term Message** : Use this setting to access files from your [audio library](https://support.ringcentral.com/article-v2/Intro-to-the-audio-library-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") that the system will play to the lead once the agent submits the disposition. Select the table icon at the far right and select an existing audio file from your audio library or upload new files.
Editing or deleting agent dispositions
--------------------------------------
After you've created dispositions, you can edit and manage them from the **Campaign Dispositions** page.
* In the [
Admin Portal
](https://service.ringcentral.com ""), click **Contact Center** , then select *Admin*. Sign in to [
RingCX
](https://ringcx.ringcentral.com/ "") and click the **Admin** tile.
* Click the **Dialing** icon in the left navigation bar, then click **Campaigns** .
* Click the dial group you want to manage dispositions for. In the submenu, click the relevant campaigns.
* To select multiple campaigns, hover your cursor to the left of the dial group names, then check the box next to the relevant campaigns when it appears.
* In the left panel, click **Dispositions**.
* To filter between enabled/disabled dispositions, click **Show Disabled** or **Hide Disabled** at the top right corner of the table.
* To search your dispositions, use the search bar at the top of the **Name** column.
* To edit the [campaign disposition settings](#configure-disposition-settings ""), scroll to the right, then click the **Edit** icon.
* To delete a disposition, scroll to the right, then click the **Trash** icon.
**Additional resources**
[Intro to dispositions in RingCX](https://support.ringcentral.com/article-v2/Intro-to-dispositions-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")
[Creating and managing agent dispositions for RingCX inbound queues](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")