Hi All,

We have a Progressive campaign running and business has no need to see the Case/Record information Pane as well as the Dispositions Pane (as dispositions are not mandatory). Call result is also being set by Avaya, so there is no need for the agent to select the call result.

How can I hide these pane's in WDE?

#Outbound

------------------------------
Franco du Toit
Pivotal Data (Pty) Ltd
------------------------------

Hi Franco,

Have you checked out the documentation here:
https://docs.genesys.com/Documentation/IW/8.5.1/Dep/OutboundInteractions
Basically:

1. Can Set Call Result and Can Set Interaction Disposition are role privileges.  Dont set them to allowed and then they wont be able to set them.
2. Fields in the campaign record section can be hidden by setting interaction-workspace \ display = false on the field objects
3. If you require the disposition role to be available (for inbound calls for example) you can override during routing (or attaching the iws override list object from the calling list object as user data) for the outbound interaction by setting the override KVP to a list object that sets interaction.disposition.value-business-attribute equal to an empty value and interaction.disposition.is-mandatory as false
4. You can override the case data the same as above by specifying the override containing a new value for interaction.case-data.format-business-attribute in a List object  and set the overide key value during routing or override on the calling list object.

For more information on overriding objects check here: https://docs.genesys.com/Documentation/IW/latest/Dep/OverridingInteractionWorkspaceOptions
For infromation about attaching user data in outbound objects see here: https://docs.genesys.com/Documentation/OU/8.1.5/Dep/OCSOptionDescriptions#user_data_section_name`

------------------------------
Jason McLennan
Commonwealth Bank of Australia
------------------------------

Original Message:
Sent: 02-04-2020 05:37
From: Franco du Toit
Subject: Hide Record/Case information pane on WDE

Hi All,

We have a Progressive campaign running and business has no need to see the Case/Record information Pane as well as the Dispositions Pane (as dispositions are not mandatory). Call result is also being set by Avaya, so there is no need for the agent to select the call result.

How can I hide these pane's in WDE?

#Outbound

------------------------------
Franco du Toit
Pivotal Data (Pty) Ltd
------------------------------

Hi Jason,

Thanks for the response. I will do some further testing and implement the suggestions.

------------------------------
Franco du Toit
Pivotal Data (Pty) Ltd
------------------------------

Original Message:
Sent: 02-05-2020 15:41
From: Jason McLennan
Subject: Hide Record/Case information pane on WDE

Hi Franco,

Have you checked out the documentation here:
https://docs.genesys.com/Documentation/IW/8.5.1/Dep/OutboundInteractions
Basically:

1. Can Set Call Result and Can Set Interaction Disposition are role privileges.  Dont set them to allowed and then they wont be able to set them.
2. Fields in the campaign record section can be hidden by setting interaction-workspace \ display = false on the field objects
3. If you require the disposition role to be available (for inbound calls for example) you can override during routing (or attaching the iws override list object from the calling list object as user data) for the outbound interaction by setting the override KVP to a list object that sets interaction.disposition.value-business-attribute equal to an empty value and interaction.disposition.is-mandatory as false
4. You can override the case data the same as above by specifying the override containing a new value for interaction.case-data.format-business-attribute in a List object  and set the overide key value during routing or override on the calling list object.

For more information on overriding objects check here: https://docs.genesys.com/Documentation/IW/latest/Dep/OverridingInteractionWorkspaceOptions
For infromation about attaching user data in outbound objects see here: https://docs.genesys.com/Documentation/OU/8.1.5/Dep/OCSOptionDescriptions#user_data_section_name`

------------------------------
Jason McLennan
Commonwealth Bank of Australia

Original Message:
Sent: 02-04-2020 05:37
From: Franco du Toit
Subject: Hide Record/Case information pane on WDE

Hi All,

We have a Progressive campaign running and business has no need to see the Case/Record information Pane as well as the Dispositions Pane (as dispositions are not mandatory). Call result is also being set by Avaya, so there is no need for the agent to select the call result.

How can I hide these pane's in WDE?

#Outbound

------------------------------
Franco du Toit
Pivotal Data (Pty) Ltd
------------------------------