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. Disposition Codes can be specified by the agent desktop or by a routing strategy. OCS reads a configured set of Disposition Codes from the Tenant's Business Attributes in the configuration environment, and applies the Disposition Code selected by an agent to any chain that is reached the desktop (for example, Answer, Answering Machine, Fax, or Silence call results).

Treatment properties and rules for applying 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 in the CX Contact documentation.

Sequences of treatments based on Disposition Codes and Call Results do not overlap. When OCS switches between treatments based on Disposition Codes and Call Results, OCS starts a new sequence of treatments with the number in sequence equal 1, the same way when OCS switches between treatments based on different Call Results. Any “Next in Chain …” treatment finalizes the current sequence and, depending on Cycle Attempt, can start a new sequence with the number in sequence equal 1.

OCS stores the Disposition Codes treatments history in the Calling List treatments field, along with Call Results-based treatments.

For information about assigning disposition codes in Workspace Desktop Edition, refer to Disposition Code in the Workspace documentation.

Treatment sequence examples

• In this example, the sequence of treatments based on a Disposition Code is started and completed:
  1. The first RecordProcessed request containing Disposition Code = 92 arrives.
  2. OCS applies a treatment with the name of “CXRD:92:..” and the number in sequence = 1.
  3. The second RecordProcessed request containing Disposition Code = 92 arrives.
  4. OCS applies a treatment with the name of “CXRD:92:..” and the number in sequence = 2.
  5. The third RecordProcessed request containing Disposition Code = 92 arrives.
  6. There is no treatment with the name of “CXRD:92:..” and the number in sequence = 3.
  7. OCS finalizes the chain.

• In this example, the sequence of treatments based on a Disposition Code is not started:
  1. The first RecordProcessed request containing Disposition Code = 92 arrives.
  2. There is no treatment with the name of “CXRD:92:..” and the number in sequence = 1.
  3. OCS applies a treatment with a matching call result and the number in sequence = 1 if it is present.

• In this example, the sequence of treatments based on a Disposition Code switches between different Disposition Codes:
  1. The first RecordProcessed request containing Disposition Code = 92 arrives.
  2. OCS applies a treatment with the name of “CXRD:92:..” and the number in sequence = 1.
  3. The second RecordProcessed request containing Disposition Code = 92 arrives.
  4. OCS applies a treatment with the name of “CXRD:92:..” and the number in sequence = 2.
  5. The third RecordProcessed request containing Disposition Code = 93 arrives.
  6. OCS applies a treatment with the name of “CXRD:93:..” and the number in sequence = 1.