Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Kenka on March 02, 2016, 04:26:33 PM

Title: Disposition code not mandatory on manual outbound call
Post by: Kenka on March 02, 2016, 04:26:33 PM

Hi all,
I want to have the disposition code to be mandatory for inbound calls, but not for manually dialed outbound calls.
When I set the option interaction.disposition.is-mandatory to true on WDE 8.5.1 that also makes them mandatory for the manual calls.
Is there any way to achive this, haven't found an answer here or in the Genesys documentation?

Title: Re: Disposition code not mandatory on manual outbound call
Post by: PeteHoyle on March 02, 2016, 04:43:49 PM

One way could be to set the option interaction.disposition.is-mandatory to false and then override that value to true in your routing strategies for inbound calls.

Quite a lot of admin but it should achieve your aim of mandatory disposition codes for inbound calls only.


interaction.disposition.is-mandatory
Modified: 8.5.000.xx
• Default Value: false
• Valid Values: true, false
• Changes take effect: Immediately.
• Description: Specify whether it is mandatory for the agent to set a disposition code
before Marking Done an interaction. [color=red]This option can be overridden by a routing
strategy, as described in Overriding Options by Using a Routing Strategy.[/color]

Title: Re: Disposition code not mandatory on manual outbound call
Post by: Kenka on March 07, 2016, 08:41:35 AM

Thank you Pete, I got it working that way.  :D