Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: anandtadimalla on June 21, 2011, 10:57:36 AM

Title: Disposition Code
Post by: anandtadimalla on June 21, 2011, 10:57:36 AM

Hi,

I am trying to do disposition codes to show as a tab in GAD. I followed the procedure provided in the deployment guide but unsuccessful. So please help me in configuring the disposition codes for the GAD in step-by-step procedure. Any help is deeply appreciated.

Regards,
Anand.

Title: Re: Disposition Code
Post by: René on June 22, 2011, 02:06:30 PM

Anand,

Deployment Guide is very detailed about required configuration to enable disposition codes. What issue are you facing?

R.

PS. I would doubt anybody will provide you with detailed step-by-step instructions as it's a kind info you should pay for...

Title: Re: Disposition Code
Post by: anandtadimalla on June 27, 2011, 02:03:06 PM

Thanks Rene for your revert.

Actually there was a problem with version. we were actually using 7.6.0 version instead of 7.6.3. so now its resolved.

Now am looking for the [b][u]sub-disposition codes[/u][/b]. Is this possible in GAD? i mean we actually have 2 units: sales and billing, in which we have disposition code for each. again in each disposition code we have sub categories. So is that possible in GAD? any help is deeply appreciated.

Regards,
Anand.

Title: Re: Disposition Code
Post by: cavagnaro on June 27, 2011, 03:27:58 PM

No, GAD customizations are global ones. You can install however another GAD instance for each area

Title: Re: Disposition Code
Post by: Adam_W on June 27, 2011, 05:40:10 PM

In your version of GAD you should be able to configure different codes for different areas by setting up different lists of codes under "Business Attributes", then controlling which list is displayed for each department in the routing strategy.

This is covered quite extensively in the GAD deployment guide.  Have a look and post any specific issues here.

I'm not sure about sub-categories though.  You will have to work around this in your naming convention for the codes.  For example, your list of Sales codes may look like this:

New Orders - High Value
New Orders - Low Value
Returns - Faulty
Returns - Wrong Product
Returns - Other

Title: Re: Disposition Code
Post by: anandtadimalla on July 18, 2011, 05:27:26 AM

Thank you everyone.......sorry for the delay in revert.....

I want to know one more thing, is disposition code possible for each campaign? will it be able to display [u][b]different disposition codes for different campaigns[/b][/u]? any help is deeply appreciated.

Regards,
Anand.

Title: Re: Disposition Code
Post by: Adam_W on July 18, 2011, 06:25:44 AM

Yes, because you can pick up the campaign name in the routing strategy as attached data (e.g. key "GSW_CAMPAIGN_NAME").

So depending on the value of that key, you can assign different lists of disposition codes using the routing override key (see "Overriding The Default Disposition Code Behavior of the Routing Strategy" in the GAD Deployment Guide).

Title: Re: Disposition Code
Post by: anandtadimalla on July 19, 2011, 06:24:12 AM

Thanks adam for the reply.....

This routing strategy is possible only in the predictive mode, then how it will show in case of preview mode?

please correct me if I am wrong.....

Regards,
Anand.

Title: Re: Disposition Code
Post by: aakarach on July 19, 2011, 03:53:22 PM

Hello Anand

  you can use the push preview in order to utlize the Routing strategy in a prview mode.

thanks

Title: Re: Disposition Code
Post by: anandtadimalla on July 20, 2011, 04:49:03 AM

Thanks aakarach for your reply......

But we are not using push preview mode. We have predictive and Preview mode only. So how to do in this case?

Any help is deeply appreciated.....

Regards,
Anand.

Title: Re: Disposition Code
Post by: René on July 21, 2011, 08:33:31 AM

Hi Anand,

As written, Disposition codes can be controlled via User Data so it should work even for Preview campaigns as you can attach predefined attribute from calling list to the User Event.

R.

Title: Re: Disposition Code
Post by: anandtadimalla on August 01, 2011, 05:25:24 AM

Hi,

Has anyone done the 2 tier disposition code? if yes, then plz give me a hint.


any help is deeply appreciated.

Regards,
Anand.

Title: Re: Disposition Code
Post by: anandtadimalla on August 03, 2011, 06:17:48 AM

Thanks Rene for your reply on campaign level disposition code in predictive mode.  I have created a routing strategy as suggested in this post and now able to get disposition codes based on campaign.


I am now trying to understand what you were trying to say in your last comment regarding how we can achieve the same in Preview mode ( as preview records are fetched by the agents without any involvement of URS / strategy), will you please ellaborate?


Thanks in advance......

Regards,
Anand.

Title: Re: Disposition Code
Post by: René on August 04, 2011, 08:14:58 PM

Hi Anand,

OCS allows you to attach value of selected column(s) to an interaction's User Data collection. So you can use this feature to attach predefined key-value pair (the same you're attaching from a routing strategy) that GAD will use to determine what disposition codes should be available to an agent.

R.

PS. I haven't had a chance to test it. So I hope it will work...

Title: Re: Disposition Code
Post by: anandtadimalla on August 08, 2011, 06:33:36 AM

Hi Rene,

Thanks for the reply.....

but we have tested the same, but it didn't give the desired outputs. actually we are trying to send CPNDigits in preview mode. can you please let us know how to do?

Any help is deeply appreciated.

Regards,
Anand.