Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gzooby on July 16, 2014, 03:20:33 PM

Title: Mandatory Disposition codes for mail
Post by: gzooby on July 16, 2014, 03:20:33 PM

Hi!

Question:

I have established some disposition codes for agents and that´s working fine. Now I have installed e-services so thay are starting to work with email too. Disposition codes are mandatory, but they where just created for voice interactions not for email. So when I want to mark done, to reply or do something with email interactions, a messagge telling me Disposition Codes are mandatory appears. How can i DISABLE mandaroty disposition codes for email, but still be Mandatory for voice interactions??

Thank u!

Title: Re: Mandatory Disposition codes for mail
Post by: René on July 16, 2014, 04:49:26 PM

Hi,

What agent application is used by the agents?

R.

Title: Re: Mandatory Disposition codes for mail
Post by: gzooby on July 16, 2014, 04:50:44 PM

They are using GAD :)

Title: Re: Mandatory Disposition codes for mail
Post by: René on July 16, 2014, 05:11:34 PM

Hi,

It is possible to override disposition code behaviour from routing by attaching key with predefined name to the interaction. Please look at Genesys Desktop 7.6 Deployment Guide, [i]Configuring the Disposition Code / Overriding The Default Disposition Code Behavior of the Routing Strategy[/i] section for more details.

R.

Title: Re: Mandatory Disposition codes for mail
Post by: gzooby on July 16, 2014, 07:07:20 PM

Thank you!
I follow what´s in the manual, however I´m having some trouble!

inside disposition-code section i specified:

is-mandatory=true
use-attached-data=true
routing-overwrite-key=dispositionCode


Then in my strategy I atached a kvp like these

key: dispositionCode.is-mandatory
value: 'false'

I tried putting false instead of 'false' or just putting nothing and i can´t get it, still y want to mark done interaction the messagge Diposition code is mandatory appears!

???

Title: Re: Mandatory Disposition codes for mail
Post by: pablocaamano on July 17, 2014, 01:36:45 PM

You have to restart GDesktop in order to changes apply.  ;)

Title: Re: Mandatory Disposition codes for mail
Post by: gzooby on July 22, 2014, 12:31:00 PM

Thanks Pablo, i restarted GAD and everything worked fine!  ;D