PureEngage On-Premises

Hi,

I have noticed that in the release notes for Workspace Desktop Edition 8.5.100.05 it states the following: For Outbound Calling Lists that use custom fields for voice interactions, you can now configure the Disposition Code of a voice interaction to be mapped to one of these custom fields. When the agent updates the Disposition Code of a call in this scenario, either before or after the call is released, the Outbound Calling list is updated with the disposition when the agent marks the interaction as Done.

How exactly does one configure the disposition code of a voice interaction to be mapped to one of these custom fields?
 

I had a play with this a few weeks ago.  It was just a matter of setting the interaction.disposition.key-name to the same value as the same value as the value for OCServer/send_attribute on your Field from memory.

Hi Jason,

can you please elaborate on how you configured your environment to let the disposition code automatically update the custom field in Calling List table?

I have set the interaction.disposition.key-name option in WDE application to XXX and also interaction.disposition.use-attached-data = true.
Then in my Field XXX I have the following options set:

default / icon_attribute = 1
gim-etl-mapping / column-name = RECORD_FIELD_38
gim-etl-mapping / table-name = CONTACT_ATTEMPT_FACT
OC_Server_PRI / send_attribute = XXX

Now when I select the disposition code on WDE I see it changing live on case information (I am showing the attached data XXX), but after I mark done the interaction it is neither written the value in CONTACT_ATTEMPT_FACT, nor in the Calling list table.

Thanks,
Francesco

AS we've only started the roll out of WDE 8.5, we didnt use the feature at the time, but I've worked with it a little bit more now.  We had an issue that if interaction-workspace\display = false on the field then it didnt work.  So here's what we have now on the field:

[default]
icon_attribute = 1 
send_attribute = CALL_OUTCOME 
[gim-etl-mapping] 
column-name = RECORD_FIELD_2_STRING_6 
table-name = RECORD_GROUP_FIELD_2 
[interaction-workspace] 
display = true 
display-name = Call Outcome Code 
read-only = true

And the relevant options for dispostion on the workspace application (or Agent Group):

[interaction-workspace] 
interaction.disposition.is-mandatory=TRUE 
interaction.disposition.key-name=CALL_OUTCOME 
interaction.disposition.value-business-attribute=DL Outbound Dispositions 
interaction.disposition.is-read-only-on-idle=false 
interaction.disposition.use-connection-id=true

Still going through all  the testing but seems to work now.