After completing the Koncert-Outreach integration as mentioned in the article How do I complete the Outreach Integration?, it is mandatory to map the Koncert Call Dispositions with the Outreach Call Dispositions, for mutual synchronization of call activities.

When one or more Outreach dispositions are not mapped in Koncert, a banner message will appear in the Koncert application upon logging in. Once all the dispositions are mapped, the banner message will be hidden from view.

Below you can find how to map the Koncert Call Dispositions with the Outreach Call Dispositions:

1. When logging in to the Koncert portal for the first time, click on the banner message; this will redirect you to the Third Party Integrations tab. Then, click the Call Disposition Mapping link.

or

Navigate to the Administration » Third Party Integrations tab and click the Call Disposition Mapping link.

2. The call dispositions from the Outreach will be automatically overwritten in the Koncert application.

All the Talker Dispositions are mapped and non-editable i.e. (grayed out) under the Outreach Disposition column.

The AI Engine dispositions are automatically mapped with first disposition of type Not Answered from Outreach. If needed, you can modify the mapping.

Choose the appropriate Call Purpose from the available options in Outreach. This helps categorize the overall tone of the conversation. Non-mandatory field.

3. You can modify the dispositions and necessary settings by clicking the link below. It will redirect you to Administration » Call Dispositions tab.

The Workflow for each disposition, except for Talker Busy - Unanswered Call Cancelled, Busy and Failed, is enabled under the Close Task column. This will trigger your Outreach Workflows based on the selected disposition. If needed, you can modify it.

When hovering over the info icon next to the Workflows column, the below tooltip message will be displayed.

4. Click Save to save the settings. A confirmation message Disposition Updated will be displayed. 

NOTE: Upon selecting the disposition in the Call Disposition window, an activity will be created and displayed on your Outreach » Activities page.

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.

NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.