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. Disposition Codes can be specified by the agent desktop or by a routing strategy.
OCS relies on the following capabilities of the agent desktop:
- To read from the Tenant's Business Attributes configured set of Disposition Codes and allow an agent to apply zero or one disposition code to any chain which has reached the desktop (for example, for call results Answer, Answering Machine, (optionally, Fax, Silence)).
- To provide the Disposition Code value (not the Display Name) in the record finalization desktop request in the key-value pair of type string with the constant key name GSW_DISPOSITION_CODE.
- To provide the GSW_TREATMENT flag in the record finalization desktop request, along with GSW_DISPOSITION_CODE, if a treatment application based on a Disposition Code is expected of OCS.
Treatment properties and rules for applying Disposition Codes are the same as for Call Results actions.
Sequences of treatments based on Disposition Codes and Call Results do not overlap. See sequence examples. 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.
OCS prints the “DC Treatment Sequence” strings in its log when processing treatments based on Disposition Codes.
For information about assigning disposition codes in Workspace Desktop Edition, refer to Disposition Code in the Workspace documentation.
Configuration
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.
Configuring Treatment Objects
To configure a Treatment object to use for a Disposition Code, specify the following properties:
- Name: CXRD:<Disposition Code Value>:<Campaign Group DBID>:<Number in sequence>
- Apply to Record: the desired record action
- Call Result: Deafend (OCS should not rely on a call result, it may or may not be Deafend in general case)
- Number in sequence: >= 1
Configuring Disposition Codes
Disposition Codes can be configured based on the customer needs and as 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 the configuration environment.
