Is it possible to add new dispositions to outbound GAD?

[n2201]

I am using GAD (Genesys Agent Desktop 7.6) for making outbound call.

At the end of call The agent has to save one of these dispositions:
"Already Submitted"  (CallResult.ANSWER)
"Customer Hung Up with No Contact" (CallResult.ABANDONED)
"Left Message - on Answering Machine" (CallResult.ANSWERING_MACHINE)
"Left Message - with Person" (CallResult.ANSWERING_MACHINE)
"Loan Application Taken" (CallResult.ANSWER)
"Wrong Party" (CallResult.WRONG_PARTY)

User should not be able to select any other dispositions like
SIT detected or Busy or Unknown and like ones that are detected by CPD

Can I customize the existing call results drop down for this? (See the image)

I modified WEB-INF/classes/com/genesyslab/uadthin/dico.properties file but it leaves blank lines and does not recognise new ones   

Is it possible to do this type of customization? 

Thank you very much!!

[attach=#]

[René]

Hi,

I have bad news for you - it isn't possible to customize GDesktop in requested way. There is no API/documented way allowing it.

It should be possible to modify directly JSP page that retrieves list of CallResults and replace existing code with custom one. But such approach has some significant disadvantages:
- Such modification isn't supported by Genesys so they can refuse support of modified GDesktop
- You have to repeat the modification every time you upgrade GDesktop
- It could be treated as illegal as it requires modification of code written by Genesys

[quote]I modified WEB-INF/classes/com/genesyslab/uadthin/dico.properties file but it leaves blank lines and does not recognise new ones[/quote]
The file "dico.properties" is dictionary file and main purpose of it is translation of GDesktop user interface to other languages. If you remove definition of particular tag e.g. "outbound.contact.callresult.answer" then GDesktop will display empty line as it won't remove particular call result from the list.


Maybe there is another option for you - GDesktop allows you to define list of custom disposition codes (please don't mix up with list of call result codes you'd like to modify) and force agent to select one. Please check GDesktop Deployment Code, chapter "Configuring the Disposition Code" for more details.

R.

[n2201]

Thank you very much Rene

Call Result customization looks like a small thing that would come out of box, a bit disapointed 
May be in version 9 

I added to my GAD options:
disposition-code-key "DispositonCode"
disposition-code-label "Call Disposition"  (Lable for my tab)
disposition-code-values-attribute "LT_Disposition_Code"  (Business Attribute)
is-mandatory "true"

Looks like I need to create "Call Disposition" tab for doing the actual Attach data. right?

I see the sample cusomization "sample6 - interaction-information". Is that what you recommend to follow?

btw, as is I could make the call after adding these values. at end of call I was able to hit the "Mark Done" button and even though no key value pair was  attached with "DispositonCode" to the call it let me "Mark Done". Since I have the is-mandatory="true" I was thinking it will not let me. Should it not?

One more question: Can I attach 2 "Call Disposition" values to the call ? One being "What happend on the call" and if customer answered then "What Product was sold" ?


Thank you very much. I very much value your help!

[n2201]

TYPO!!! I had a typo in my call disposition Business attribute name so the "Call Disposition" tab did not come up earlier.

Now I see it so the remaining questions are:
One more question: Can I attach 2 "Call Disposition" values to the call ? One being "What happend on the call" and if customer answered then "What Product was sold" ?

[René]

I don't know about any officially supported option allowing you to have 2 independent lists of call disposition codes. Sorry...

R

[n2201]

Disposition Mandatory works for incoming call but not for outbound call, Any idea?

[n2201]

Here are log files if any one needs, GAD, OCS & TServer.

Here are the steps I did for getting these log files:
Made one Outboud call
Answered the call like customer (Well I did not really hangup like them  )
Hit disconnect on GAD
Did not disposition the call
Hit Mark Done

GAD did not complain about not dispositioning
Gave an error on GAD: "The interaction has not been marked as processed :record already processed"


Thank you and appreciate your help

[n2201]

Could not attach log files because of the stupid hacker. Please sene me a personal message with email address or ftp site and I can send you the log zip. Thanks again