Has the call been linked to your CRM record? Make sure you click on the chain icon to link the phone call to your CRM record. Otherwise, the Dispositions will be unavailable for agent. Keep in mind for these possible scenarios:
- Unknown Inbound Number: Create a new record and link the record to the call. Proceed to disposition the record accordingly.
- Known Number Associated with Multiple Records: Link the appropriate record to the call. Proceed to disposition the record accordingly.
- Known Number Associated with 1 Record: Conquer will automatically link the record to the number. Proceed to disposition the record accordingly.
- Converted a Lead while on the phone: During the Lead conversion process, Salesforce changes the Object ID of the record, so the softphone is no longer able to verify the record. Simply re-link the call to the newly created Contact or Account and you will be able to select your Disposition and proceed normally.
If a call is already linked, but disposition buttons are unresponsive, first try linking again, just in case. If it's still unresponsive, try refreshing your browser and clearing cache.