Avaya Interaction Center, Programmer'S Manual, Page: 126 / 138

VTel code tables
126 VTel Programmer Guide
Note:
Note:
The code tables are loaded at agent login. VTel will access the Directory
Server to retrieve information stored in these tables. All of the tables contain
rows of codes and associated descriptions. In order to ensure a consistent
presentation within VTel dialogs, wrapup code lengths should be restricted
to a maximum of 8 characters, and wrapup code descriptions to a maximum
of 40 characters. When associating Category codes with Reason codes, you
should use the format:
Code=CatCode_ReasonCode . See the examples
further on in this section.
WrapupCodeDialog CategoryReasonOutcome
WrapupCodeLimit 0 # Number of entries allowed per agent (0 unlimited)
WrapupCodePrivate n # Determines if codes are seen only by agent
# who entered them
WrapupCodeRequired n # Determines if an entry is required at wrapup
WrapupCodeMenu n # Determines if wrapup code menu option appears on
# main menu
WrapupEntryTitle Wrapup Codes
WrapupViewTitle Code History
WrapupReasonLabel Reason
WrapupCategoryLabel Category
WrapupOutcomeLabel Outcome
WrapupSelectedLabel Selected
DisplayCodesAfterHangup y # Determines if Wrapup dialog is displayed after hangup
[ResourceMaps]
# -----WrapUp code tables
# VTel will use the literal name specified below to load the appropriate table
ReasonCodes MyReasonTable
OutcomeCodes MyOutcomeTable
CategoryCodes MyCategoryTable
The following are examples of Category and Reason code tables:
Category table
Reason table used with Category table
010 Insurance
020 Banking
010_001 Auto
010_002 Home
020_010 New Mortgage
020_011 Refinanced Mortgage