Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Dale on March 10, 2009, 10:05:55 AM

Title: Default call result in GAD Outbound
Post by: Dale on March 10, 2009, 10:05:55 AM

Guys,

In our outbound contact solution, we have the canned call results, and some custom ones...

The default, when an advisor requets a record from the list via GAD, is 'Unknown Call Result'.

Can this be changed?

Also, any idea's on how to overcome the GAD 'timing out'? ie, if an advisor disconnects a call, they have to select a call result and hit marked done in 5 minutes...

Dale

Title: Re: Default call result in GAD Outbound
Post by: cavagnaro on March 10, 2009, 03:07:48 PM

Yes, the agent can select a Call Result and set it up.

Title: Re: Default call result in GAD Outbound
Post by: Dale on March 10, 2009, 03:42:58 PM

i know they can manually amend it and choose one, but im after setting the default value before they do anything, when they go into a new record...

Title: Re: Default call result in GAD Outbound
Post by: cavagnaro on March 10, 2009, 03:49:10 PM

When you insert a record (via SQL or via AddRecord API) you can also stablish the value you want for that field.

Title: Re: Default call result in GAD Outbound
Post by: Dale on March 10, 2009, 04:36:32 PM

Thanks...
So this would require some heavy customisation then?

Title: Re: Default call result in GAD Outbound
Post by: cavagnaro on March 10, 2009, 04:37:51 PM

Depends on how you insert your records to BD, if by SQL directly then not too much work. If by API then a little more but not that much.