Mandatory Disposition codes for mail

Administration
1

Hi!

Question:

I have established some disposition codes for agents and that´s working fine. Now I have installed e-services so thay are starting to work with email too. Disposition codes are mandatory, but they where just created for voice interactions not for email. So when I want to mark done, to reply or do something with email interactions, a messagge telling me Disposition Codes are mandatory appears. How can i DISABLE mandaroty disposition codes for email, but still be Mandatory for voice interactions??

Thank u!

2

Hi,

What agent application is used by the agents?

R.

3

They are using GAD :slight_smile:

4

Hi,

It is possible to override disposition code behaviour from routing by attaching key with predefined name to the interaction. Please look at Genesys Desktop 7.6 Deployment Guide, Configuring the Disposition Code / Overriding The Default Disposition Code Behavior of the Routing Strategy section for more details.

R.

5

Thank you!
I follow what´s in the manual, however I´m having some trouble!

inside disposition-code section i specified:

is-mandatory=true
use-attached-data=true
routing-overwrite-key=dispositionCode

Then in my strategy I atached a kvp like these

key: dispositionCode.is-mandatory
value: ‘false’

I tried putting false instead of ‘false’ or just putting nothing and i can´t get it, still y want to mark done interaction the messagge Diposition code is mandatory appears!

???

6

You have to restart GDesktop in order to changes apply. :wink:

7

Thanks Pablo, i restarted GAD and everything worked fine! ;D