Can't Disposition a Call

Overview

Playbooks won't allow you to disposition a call and as such, you are not able to make or receive the next call. When trying to disposition the call, there are no options displayed or, the dropdowns under the Call Result option are undefined and the Save button does not work.

Solution

If you are not able to disposition a call, it is possible that your user has not been added to a team by the Playbooks Admin or the Team Manager. Refer to Adding Users to Playbooks and Assigning them to Teams for more information. 

After your user has been added to a team, log in once again to your Playbooks Extension. You should be able to document the call by selecting a call result and entering all required disposition fields configured for your new team.  

Note: You won't be able to save the disposition unless you fill out the person field before clicking the Save button.

If the Playbooks Admin or Team Manager is not able to add the affected user to a team, they should delete your user's account from Playbooks and create it from scratch. If this is not possible, a request must be raised with customer support by an admin or manager requesting the removal and creation of the user. After your account has been created once again, open the welcome e-mail and log in to the new account. You should be able to document the call.

<supportagent>Support agents can remove the required user account from the Provision UI tool upon request from an admin or manager.</supportagent>

Note: If multiple users, who were able to see the disposition option earlier, are now unable to see it, please raise a request with customer support. It is possible users can't disposition a call due to an outage.

<supportagent>It is also possible users can't disposition a call due to an outage, especially if it is affecting multiple users, for whom it worked earlier. There are ongoing issues that require this to be fixed via the API as shown in ticket #3687199

• See Jira: INSIDESALES-3052, INSIDESALES-3271, and INSIDESALES-27281.
• See ZD Ticket #2949225, and Ticket #3308549.
• Raise a SaaS Ticket, if this affects all users and if the users were previously able to see the disposition option.

</supportagent>