Treatments based on Disposition Codes

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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.

Treatments for disposition codes are configured at the Campaign Group level (as in CX Contact) or at the individual Calling List level (traditional configuration).

For information about configuring treatments based on Disposition Codes using the CX Contact, see Delivery and Retry Options.

A sequence of treatments based on Disposition Codes and Call Results cannot overlap. When OCS switches between treatments based on Disposition Codes and Call Results, OCS starts a new sequence of treatments with number in sequence = 1 as OCS does when OCS switches between treatments based on different call results.

When applying treatments to Disposition Codes, OCS follows the same rules for Treatment Sequences as for the Call Results. If Disposition Code is changed, OCS starts a new sequence of Treatments with number in sequence = 1. Any “Next in Chain …” treatment finalizes the current sequence and, depending on Cycle Attempt, can start a new sequence with number in sequence = 1. When applying treatments based on Disposition Codes, OCS stores treatments history in the Calling List treatments field, as it's done for Call Results -based treatments.

Treatment sequence examples

The sequence of treatments based on a Disposition Code is started and completed:

1. The first RecordProcessed request arrives with Disposition Code = 92.
2. OCS applies a treatment with the name of “CXRD:92:..” and number in sequence = 1.
3. The second RecordProcessed request arrives with Disposition Code = 92.
4. OCS applies a treatment with the name of “CXRD:92:..” and number in sequence = 2.
5. The third RecordProcessed request arrives with Disposition Code = 92.
6. There is no treatment with the name of “CXRD:92:..” and number in sequence = 3.
7. OCS finalizes the chain.

The sequence of treatments based on Disposition Code is not started:

1. The first RecordProcessed request arrives with Disposition Code = 92.
2. There is no treatment with the name of “CXRD:92:..” and number in sequence = 1.
3. OCS applies a treatment with a matching call result and number in sequence = 1 if it is present.