Avaya Interaction Center, Programmer'S Manual

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WrapUp code storage in VDU
Issue 2.1 August 2003 129
WrapUp code storage in VDU
After entry, wrapup codes are stored in a VDU. A container syntax is used to group and
organize the wrapup code entries. Containers are described in the
Agent Data Unit Server
Programmer's Guide . The current storage scheme is presented in the next subsection.
For the convenience of those customers who used the previous storage scheme and
developed reports based on it, that legacy scheme is still available. The legacy scheme is
discussed in
Legacy scheme for WrapUp code storage in VDU on page 130.
Current scheme for WrapUp code storage in VDU
The following table presents an example of VTel writing WrapUp codes into a VDU
container. In the example, VTel writes two WrapUp code selections. Category, reason, and
outcome codes are all used. Note that in addition to the WrapUp codes, VTel also writes
the Telephony Server session, agent login ID, talk time, and wrapup time.
In the table, the VDU Server has assigned the unique sequence number 4 to the agent.
The values in the table are, in most cases, simply examples.
Name Value Comment
agent.4.ts ts.!session ties the call to TS session; session
is a 32-byte UUID string
agent.4.app VTel literal inserted by VTel
agent.4.loginid jsmith agent login ID
agent.4.state inbound_queue other values:
inbound_direct
,
outbound
agent.4.talktime 34 seconds (from answer to hangup)
agent.4.wraptime 12 seconds (duration of wrapup)
agent.4.wrapup.1.category 3 WrapUp Category code
agent.4.wrapup.1.reason 10 WrapUp Reason code
agent.4.wrapup.1.outcome 5 WrapUp Outcome code
agent.4.wrapup.2.category 3 WrapUp Category code
agent.4.wrapup.2.reason 20 WrapUp Reason code
agent.4.wrapup.2.outcome 5 WrapUp Outcome code