Disposition Codes marking done alphabetically

[Tambo]

Hi Guys,
I have never seen or heard of this before but we are finding that on outbound calls via IWS the agents are selecting the Disp_Code that they need.
However if they select this incorrectly then change their mind and choose something else the Disp_Code that is attached to the record is the lowest one Alphabetically.
So if they choose [b]No_Contact[/b] then change to [b]Answer_Machine[/b] , then [b]Answer_Machine[/b] will be tagged to the call
If they choose [b]Answer_Machine[/b] then change their mind to [b]No_Contact[/b], then [b]Answer_Machine[/b] will be tagged to the call.

has anyone seen this before ?

OCS 8.1.5
IWS 8.1.4

[cavagnaro]

No but do remember reading an IWS RN about Disposition Codes stuff...maybe update?

[Tambo]

problem may lie with IWS customisation module when it was installed, still investigating

[cavagnaro]

Nice thanks for sharing

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[Tambo]

yes custom module is to blame
business wanted disp codes attached to calling list in OCS db
so module was made to do this and it does, but has given us this issue.
obviously problem is now on every agents desktop !!!

[cavagnaro]

And why not use default WDE settings to store them in the calling list?

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[Tambo]

no idea Cav I wasn't here when it was deployed and Genesys done it this way ?!?

who knows ?? they may say that now as it's with them to fix 

[cavagnaro]

Maybe because old IWS versions didn't have such feature...was a messy point and you had to develop such component...new versions came with the feature.

[Tambo]

cheers, good to know    we move at a glacial pace here so may get to an upgrade soon