Dial Amp / Calling setup
How to create and use call dispositions in Zoho CRM
Configure separate dialing and live-answer sets, then understand what an outcome and its after-click action do.
Purpose-built for Zoho CRM
What you’ll accomplish
The result
A disposition button has separate settings for what the outcome means and what happens after it is clicked. Keep Not Contacted Set and Live Answer Set distinct so agents can record outcomes at the right point in a call.
Before you begin
- Administrator access is required to configure shared disposition sets.
- Decide which outcomes agents need before a live conversation and which they need after an answer.
- Connect the required Zoho CRM account if you plan to use CRM actions, email templates, or Zoho Sign.
Access to have ready
Use an account with permission to access the Zoho CRM records and Dial Amp settings needed for these steps. The right access depends on your organization’s setup; ask your CRM administrator if you’re unsure.
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Step-by-step instructions
Work through the steps in order. Each number marks an action in this tutorial.
Open Dispositions
Go to Settings → Dial Sessions → Dispositions. Review the existing sets and open the set you intend to configure.
Screenshot:Example workspace: disposition sets listed in settings. Choose the set for the call stage
Configure Not Contacted Set for outcomes during dialing and before a live conversation. This is not a Zoho Lead status. Configure Live Answer Set for outcomes after a person answers.
Set Outcome Category separately from After Click
Choose an Outcome Category such as No Answer, Voicemail, Live Answer, Do Not Call, or Other. Separately choose an After Click behavior: Move to next contact, Ask me what to do, or Go live (Live Answer). These are two different settings.
Go live (Live Answer) switches the dialer into live-call mode; it does not end the call, save a call outcome, or advance the queue. Use the call controls and choose the appropriate disposition when the call is actually finished.
Screenshot:Example workspace: Outcome Category and After Click are configured separately. Configure optional actions and save
Review Zoho CRM Actions and any required call-screen fields for the button. If you enable Open Create Zoho Task after this disposition, the task dialog must be completed and saved to create the task; moving to the next contact waits until the task form is saved or closed.
CRM template email actions require the agent’s Zoho authorization. Zoho Sign uses a separate connection. Click Save to commit the button and set changes.
You’re done when…
Check your result
- The session setup offers the intended Not Contacted Set and Live Answer Set.
- The button’s Outcome Category and After Click behavior are separately configured and saved.
- Agents understand that Go live changes call mode, not call completion or queue position.
If something doesn’t look right
Troubleshooting
Why does Go live not end the call or move to the next contact?
Go live (Live Answer) changes the dialer into live-call mode. It is not an outcome or hang-up action; finish the call with its call controls, then choose the appropriate disposition.
Why did a Zoho task not appear?
The task form must be completed and saved. Confirm it is linked to a Zoho Lead or Contact and that the dialog was saved rather than simply opened.
Why did an email or Sign action not run?
Check that required call-screen fields are populated, that the agent has authorized the Zoho CRM template-email connection, and that Zoho Sign has its separate connection.
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