Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: bilge on June 13, 2018, 07:31:53 AM

Title: Cannot assign Disposition Code for manual outbound calls on WDE
Post by: bilge on June 13, 2018, 07:31:53 AM

WDE does not show Disposition Code when a voice interaction is manually started. Is there an option for this feature? Since the interaction does not pass through the strategy I cannot use IWS Override option.

Thank you.

Title: Re: Cannot assign Disposition Code for manual outbound calls on WDE
Post by: n3vek7 on June 14, 2018, 05:48:13 PM

You can specify the disp codes at the agent group level. (Theses codes may be used if you do not override it for inbound calls)

Title: Re: Cannot assign Disposition Code for manual outbound calls on WDE
Post by: bilge on June 18, 2018, 05:50:32 AM

I tried interaction.disposition.value-business-attribute option on agent group under interaction-workspace section but it does not work. The call is a manual outbound voice interaction, and agent does not need to be assigned to an agent group. Are we sure Disposition Code is described for an outbound call in this way? Could you please give details.

Thank you.

Title: Re: Cannot assign Disposition Code for manual outbound calls on WDE
Post by: bilge on June 18, 2018, 07:00:35 AM

I found the problem, there are 4 different Business Attributes for Disposition Code , 3 of them for inbound interactions and they are overwritten in strategy. And one of them is the default Disposition Code. Default one did not have any attribute values assigned to it, therefore WDE does not show any values in this case. After adding Attribute Values under default Disposition Code, it works fine.

Thank you,
Best Regards.

Title: Re: Cannot assign Disposition Code for manual outbound calls on WDE
Post by: n3vek7 on June 19, 2018, 02:49:33 PM

Thanks for letting us know how you've resolved it.