Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on August 01, 2012, 02:12:06 PM

Title: Outbound Call Results in Interaction Workspace
Post by: PFCCWA on August 01, 2012, 02:12:06 PM

Although the outbound call results can be confgured for interaction workspace, the default result is always unknows for the record.

is this possible to change without customization?

I thought by removing unknown or changing the order would make a difference but it doesnt.
We would like Answered as the default result.

Thanks,W
A

Title: Re: Outbound Call Results in Interaction Workspace
Post by: Kubig on August 02, 2012, 10:55:11 AM

You can do this if you import datas to CL(calling list) - fill the column with call result/status. However,personally I find it rather strange and absurd to have "answered" call result as default.

Title: Re: Outbound Call Results in Interaction Workspace
Post by: PFCCWA on August 03, 2012, 11:00:34 AM

We dont want the default calling list result as answered.

When GAD or Interaction Workspace populate on the agent desktop we want the default result to be Answered simply because in all cases that is whats happened.  This prevents the need to change the result (from unknown to Answered (or anything else)).

Our GAD was customized so the default result is Answered.
Thanks.

Title: Re: Outbound Call Results in Interaction Workspace
Post by: Kubig on August 03, 2012, 11:33:02 AM

Try this option on IWS "outbound.call-result-values" - I guess that helps you ;-)
This option set possible call results in IWS for agent