Call Disposition in Zoho Voice

Call Disposition in Zoho Voice

What is Call Disposition?

Call Disposition refers to categorizing or labeling the type, reason, outcome, or status of a call. It helps in tracking and analyzing call outcomes for reporting, future analysis, and workflow optimization purposes. In Zoho Voice, you can set the call disposition both during and after a call. This is also reflected in the integrated applications of Zoho Voice if they have a dedicated field for the same or as the Header/Title of the Call Notes.

Call disposition is currently unavailable in the apps integrated through Zoho Telephony 

Call Dispositions in Zoho Voice

Zoho Voice has a set of default statuses for Call Disposition. While any user can add or edit these call disposition statuses, only Admins and Supervisors have the permission to delete them. 

Call Disposition Filter in Call Logs

Call Disposition is especially useful while filtering logs according to the status of the call to follow-up or track in Zoho Voice.

Call Disposition in Zoho CRM:

Zoho CRM has a predefined list of call statuses, which are visible within the Call logs under the Call Results field. If you have integrated your Zoho CRM account and phone number with your Zoho Voice account, these default statuses will also be listed under the Call Disposition drop-down menu in Zoho Voice under Zoho CRM.

These statuses cannot be edited or deleted. If the call disposition options in Zoho CRM match those in Zoho Voice, selecting a corresponding status from either platform will update the Call Results field in Zoho CRM. For example, if both Zoho CRM and Zoho Voice have "Interested" listed as a default status, selecting "Interested" from the Zoho Voice options will reflect in the CRM Call Logs under the Call Results field.

However, if an unmatched status is chosen, it will not appear in the call results field. Instead, it will serve as the header of the call note in CRM.

Setting Call Disposition in Zoho Voice:

During a Call:

During an ongoing call in Zoho Voice, you can quickly set the call disposition by following these steps:
  1. Click on the More option.
  2. Under the Notes tab, click the Call Disposition drop-down menu.
  3. Click on Zoho Voice or Zoho CRM to view the list of available Call Disposition options.
  4. Select the status of the call to be set as Call Disposition. 

  5. You can also create a call disposition status in Zoho Voice by typing it in the search bar and clicking on the Create New option. Please note that this will only be visible in Zoho Voice and won’t appear under Zoho CRM’s Call Results field but rather as the header of the call note if any.
  6. Once you're done, make sure to click Save, before ending the call.

After a Call:

If you forget to add call disposition during the call you can do so after the call has ended.

  1. Once your call has ended in Zoho Voice dialer, the Notes tab will automatically pop-up.
  2. Click on the Call Disposition dropdown menu and select the appropriate disposition that best describes the outcome of the call.
  3. Click Save to add the disposition to the call.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series

                                          • Digest

                                          • Functions

                                          • Meetups

                                          • Kbase

                                          • Resources

                                          • Glossary

                                          • Desk Marketplace

                                          • MVP Corner

                                          • Word of the Day

                                            Zoho Marketing Automation

                                              Zoho Sheet Resources


                                                  Zoho Forms Resources

                                                    Secure your business
                                                    communication with Zoho Mail

                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times

                                                      Carry your calendar with you
                                                      Anytime, anywhere

                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now

                                                                      Zoho TeamInbox Resources

                                                                              Zoho DataPrep Resources

                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW

                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now

                                                                                                      • Related Articles

                                                                                                      • How to launch power dialer campaigns in Zoho Voice?

                                                                                                        Getting started To get started with the power dialer, follow these steps: Create a new campaign. Import contacts for the campaign. Customize the campaign. Launch the campaign. 1. Create a new campaign To create a new outbound call campaign: Select ...
                                                                                                      • Zoho Voice vs Zoho Telephony

                                                                                                        Zoho Voice vs Zoho Telephony: Demystified In Zoho One or apps such as Zoho CRM, Desk, Recruit, and Bigin, there are two ways to configure the calling functionality (click-to-call and call pop-up features) using Zoho Telephony. One is using an ...
                                                                                                      • How to configure Yealink desk phones with your Zoho Voice account

                                                                                                        Zoho Voice now enables you to connect your Zoho Voice account with any type of IP-enabled Yealink desk phones which are one of the prominent workstations in major call centers. This enables you to easily make and receive Zoho Voice calls using ...
                                                                                                      • Zoho Voice launches call branding services within the USA

                                                                                                        What is call branding? Call branding is an essential service that empowers your customers to connect through a branded and verified voice call over their local cellular network. As a licensed user of Zoho Voice, you can activate the call branding ...
                                                                                                      • How to configure Call Barging and Coaching in Zoho Voice?

                                                                                                        The Live Calls page offers a real-time overview of all active agent calls. You can see who is calling who, and view an agent's queue, call status, and other details. This is where a supervisor can barge a live call and monitor ongoing calls between ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace



                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.

                                                                                                            Zoho Show Resources