Treatments based on Disposition Codes
Starting with release 8.1.519.xx, OCS supports the ability to apply treatments based on Disposition Codes, in addition to treatments based on Call Results. A Disposition Code can be specified by the agent desktop or by a routing strategy.
Treatment properties and rules for Disposition Codes are the same as for Call Results actions.
Disposition Codes can be configured in any way supported by the Agent Desktop Application. OCS does not deal with Disposition Codes configuration objects directly. The below illustrates one of the methods (default) of Disposition Codes configuration in CME. Treatments for disposition codes will either be configured at Campaign Group level (the way CX Contact will configure them) or at individual Calling List level (traditional configuration).
For information about configuring treatments based on Disposition Codes using the CX Contact, see Delivery and Retry Options.