Avaya Interaction Center, Programmer'S Manual

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VTel code tables
130 VTel Programmer Guide
Legacy scheme for WrapUp code storage in VDU
Note:
Note:
Advanced Reporting Tools for Avaya IC historical reporting does not support
the use of the legacy scheme for wrapup codes.
In the legacy scheme, the wrapup code container hierarchy produces name/value pairs of
the form:
{"Wrapup.n.Source.ID.C.R.O","Text"}
The various elements are defined as follows:
This format is independent of the wrapup code variation used in recording the information
and independent of the supporting tables used in making the entry.
In the following examples, the Category code 21 corresponds to "Branch Referral", the
Reason code 3 corresponds to "Investment", and the Outcome code 001 corresponds to
"Approved".
In the first example, John Smith is the first agent to receive the call, and his wrapup dialog
box allows for entry of all three codes.
Name Description
Wrapup
The literal container name "Wrapup".
n
An integer that serves as a sequence counter. It begins as 1
and is incremented each time the VDU is transferred.
Source
The literal "VTel".
C
The Category code chosen by the agent. If the Wrapup
option being used does not have Category codes, 0 is
inserted.
ID
The agent's login ID.
R
The Reason code chosen by the agent. If the Wrapup
option being used does not have Reason codes, 0 is
inserted.
O
The Outcome code chosen by the agent. If the Wrapup
option being used does not have Outcome codes, 0 is
inserted.
Text
The description(s) associated with the codes. Descriptions
are concatenated with a separating semicolon (;).
Descriptions appear in container order, i.e., starting with
Category (if any) and ending with Outcome (if any).