GAD and MarkDone button customization.

[ecki]

Hi guys,

Does anyone know how to customize MarkDone button for Outbound main screen?
What I need to achieve is to disable MarkDone button until agent select call result from drop down list.
That means I need basically access MarkDone button parameter 'enabled' and tight it with drop down list action 'selected'. Does anyone know where is the jsp which can be altered or can be this done via standard XML customization for custom popups,menus etc.

Thanks for any advice.

Cheers,

ecki.

[Luk]

Hi ecki,

Customers have asked me this question as well, and I haven't been able to do it so far. It's not possible from the standard XML customization file. On the other hand, if you are going to change the core GAD files, you will lose support and it is actually not the best way forward because you would need to implement this "hack" every time they upgrade their GAD. The problem is that you cannot get a handle of that drop down list and MarkDone button (or it would take you hours or days to figure out).
So, what I did in the past is set the call result to a certain value (most customers prefer Answer) when the call is released (you do this in code). The agent can still select another value and overwrite yours before he/she clicks Mark Done.

By the way, is it for inbound or outbound?

Cheers.

[ecki]

Thanks Luk,

This is for outbound. I am aware ot that if I change the core component customer would need to apply this changed with every GAD upgrade. But if there is no other ways, then we would have to live with this and customer as well.
The problem with default value is that customer does not want any default values to be set. Required is to disable MarkDone until result is selected. So I would have to hack.
But the question remains, where to hack?

Cheers.

e.

[Luk]

My best guess is /webapps/gdesktop/interaction/voice/voice-view.jsp

Before you start take a backup of the file my friend
You're a hero if you manage to figure that file out!

Good luck

[Luk]

Hi ecki,

I just got a similar question from a customer
Maybe this is an alternative (from the 7.6 Genesys Desktop Help File) :
[quote]Disposition Code
The Disposition Code tab appears at the bottom-left portion of the interaction form when an interaction (phone, e-mail, or chat) is open and your system is configured to enable disposition codes.

The tab contains a checklist of options that you can click to specify the outcome of the interaction.

Your system might be configured so that you cannot click Mark Done until you have selected a disposition code. Your system might be configured so that this tab is not displayed.
[/quote]

I think you need to define the codes in CME > Business Attributes
And on the GAD application object Options tab, there is a section for disposition codes as well.

Luk

[ecki]

Great. Thanks Luk.