Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on December 03, 2013, 12:32:54 PM
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Hello,
Is it possible to update the ocs calling list with the disposition code?
We have these set up within GAD so agents can select a 'completion code' when they 'mark done' the interaction.
In OCS logs I can see EventUserEvent with the business attribute and value selection in GAD.
Can I update the calling list record with this value? Using a field named as the business attribute (i.e. business attribute = Completion Code / field = Completion Code)?
This would similar how the call_result field works, where the agent selects a dialling result that is subsequently updated within the calling list.
thanks.WA
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Of course you can, you can update any custom field.
I suggest you to look carefully the 'Communication Protocol' chapter of the Outbound Reference guide, specifically, the 'Updating call results and custom fields' section.
Fra
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Are you sure?
Doesn't mention the method to do this in the reference guide.
Also found a solution stating the disposition codes are for reporting, not ocs.
Just to be clear this is the scenario.
When outbound record pops in GAD, there is tab called Disposition Codes, which has the business attribute values.
Agent clicks one value during call or when it has disconnected - then marks done.
We want that value selected to be updated in a field within the calling list.
How do I Achieve this?
I would need to create a custom field within the calling list, but how do I link it to the disposition code business attribute so that the value selected in GAD is written into it.
thanks.
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Sorry, my bad, I misunderstood your request.
I believe you are correct, the GAD disposition codes are not linked to any OC fields..
I guess that unless you code something smart within GAD to grab the business attribute value and send a request to update a custom field with the same name, then what you're asking is not achievable via just some configuration settings..
Fra
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Is it necessary to do it via disposition code? I am usually using user-field within format for calling list, which should be used for these purposes. On user-field in the annex create two section - first with name "default" and under it add option "send_attribute" with value equal to KVP name which will be attached to the interaction. As second section "interaction-workspace" and under it options "display" with values true/false and "read-only" with values true/false.
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Hi Kubig
thanks for the suggestion,
Is this only possible using interaction workspace? we are using GAD 7.6.4.
would you recommend we move to workspace to make use of this function.
We don't need to use disposition codes, our main aim is give the agents a fixed set of values where they can select and that value will update the field in the calling list.
thanks.
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I have done that on GAD.
It is a KVP as said. The outbound has a functionality to do that, you just need to tell which is the KVP that will do such behavior.
It is documented on the GAD docs.
From release notes:
[code]
Agent: Disposition codes can now be linked to an Outbound Custom Field. This new feature is controlled by the enable-synchronized-outbound-custom-field option in the disposition-code section. This feature works when the attached data used for the disposition code corresponds to the custom field key. (ER# 269230961)
Section: disposition-code
Option Name: enable-synchronized-outbound-custom-field
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Description: Specifies whether the Disposition Code is linked to an Outbound Custom Field if they have the same key. Agents can use this functionality to modify this information from both panels. When one panel is updated, the update is displayed in the other panel.
[/code]
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Sorry, I forgot That You are Using GAD instead IWS. Caw has already posted Right Way How to achieve It.