"mark done" button / updating fields

General Discussion
1

can someone tell me exactly what the “Mark Done” button actually does? I mean, does it send “RecordProcessed”

If so, if I attach a KVP prior to “Mark Done” being hit, let’s say:

D_Code=001

If I have a Custom Field in the calling list, also called D_Code, and with the send attribute set to “D_Code”, should attaching that KVP automatically update the Custom Field when “Mark Done” is hit?

2

Grrrr

I am able to update Custom Fields by typing into them (right-hand pane).

But I want to update a Custom FIeld by ATTACHING DATA, based on a check-box (disposition code)

WHen the record is finished and marked done, any custom fields changed update properly, the call_result update properly, but my disposition code field doesn’t! ALthough I can update this field by editing in the right hand pane!

OCS logs show:

EventAttachedDataChanged is ignored. Reason: agent is not in BusySeized or BusyRinging status.

Does this mean I’m using the wrong command to attach the data?

1 Like
3
  1. Do a custom softphone
  2. Develop a JSP application for GAD to show on a new tab
4

I have a JSP app already, instead of the built in dispostion codes tab, but that seems to do the same thing… :frowning:

5

Hi JTL,

Have you tried to update the current record using AIL method? You cannot just send some data to OCS. It’s necessary to use correct method (UpdateCallCompletionStats).

R.

1 Like
6

Rene,

I am struggling to see why Genesys provide a built in “Disposition Code” function which DOESN’T do this, and whick hitting “Mark Done” doesn’t simply do by default.

I’m now working with some customisation instead. There are 2 parts, a “disposition-codes-view.jsp” which simply displays a custom tab, like the built-in one does.

Then there is this “apply-codes.jsp” which takes the code and attaches it to the call.

If I were to change this code, perhaps that would be all I would need to do in order to get this working. The problem is, I’m not a java developer, and I don’t know anyone who is who knows enough about Genesys to help me!

Can anyone suggest how I can change this JSP so the Disposition Code is properly stored in the Calling List? I simply thought it was necessary to attach it DURING THE CALL (e.g. whilst on ACW) then the UpdateCallCompletionStats / RecordProcessed would be done - therefore all my custom code would need to do would be to perform the attach.

This is how I understood the GAD and OCS documentation, anyway!

The thing is, as I said above, this method works fine for editing Custom Fields in the right-hand pane! There must be something underpinning the “Update Record” button which does something different to “Mark Done” on its own.

Anyway, here is the code:

<%@ page language=“java” buffer=“none” %>
<%@ page import=“com.genesyslab.ail.AilLoader” %>
<%@ page import=“com.genesyslab.ail.AilFactory” %>
<%@ page import=“com.genesyslab.ail.Interaction” %>
<%@ page import=“com.genesyslab.ail.exception.RequestFailedException” %>

<%
/* Get data from request
*/
String idInteraction = (String)request.getParameter( “idInteraction” );
String codeIds = (String)request.getParameterValues( “codeId” );
String codeChecked = (String)request.getParameterValues( “codeChecked” );

/* Initialize AIL related data
 */
AilFactory factory = AilLoader.getAilFactory();
Interaction interaction = factory.getInteraction( idInteraction );

/* Apply disposition code in interaction
   Here set attached data
   This part can be changed to store the disposition on another container
   as a file, a database...
 */
try {
    interaction.removeAttachedData("DispositionCode");
    for (int i=0;i<codeIds.length;i++) {
        if ("true".equals(codeChecked[i])) {
            interaction.setAttachedData("DispositionCode",codeIds[i]);
            break;
        }
    }
	
    interaction.saveAttachedData();
} catch( RequestFailedException requestFailedException ) {
    System.out.println("Attached data update failed: "+requestFailedException);
}

response.setStatus( HttpServletResponse.SC_NO_CONTENT );

%>

1 Like
7

I’m trying to enable dispostion codes, the vanilla tab… I’m lost with the documentation about picking a value pair to enable the disposition code GUI.

I’m mostly a business user, and dont have technical resources to code me something custom for the desktop in this round. I just want to get dispositions in a list that can be checked off by the rep.

I guess I could do this as a custom field user defined field. but i dont want the agent to have to type in a value, should just be able to select from a list of values, drop down, check or radio box etc…

Admittedly I’m a ignorant business user, but in this climate of layoffs I try to step up to do whatever I can to keep my paycheck.

1 Like
8

Please don’t mix posts, open a new one and it will be easy to track down.