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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
Programmer's
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
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
agent.4.ts
agent.4.app
agent.4.loginid
agent.4.state
agent.4.talktime
agent.4.wraptime
agent.4.wrapup.1.category
agent.4.wrapup.1.reason
agent.4.wrapup.1.outcome
agent.4.wrapup.2.category
agent.4.wrapup.2.reason
agent.4.wrapup.2.outcome
Guide. The current storage scheme is presented in the next subsection.
Legacy scheme for WrapUp code storage in VDU
Value
ts.!session
VTel
jsmith
inbound_queue
34
12
3
10
5
3
20
5
WrapUp code storage in VDU
Agent Data Unit Server
on page 130.
Comment
ties the call to TS session; session
is a 32-byte UUID string
literal inserted by VTel
agent login ID
other values: inbound_direct,
outbound
seconds (from answer to hangup)
seconds (duration of wrapup)
WrapUp Category code
WrapUp Reason code
WrapUp Outcome code
WrapUp Category code
WrapUp Reason code
WrapUp Outcome code
Issue 2.1 August 2003
129
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