Appendix C: Vtel Code Tables; Vtel Wrapup Codes - Avaya Interaction Center Programmer's Manual

Appendix C: VTel code tables

This appendix discusses VTel WrapUp codes and DEFINITY Reason codes. This section
contains the following topics:

VTel WrapUp codes

●
WrapUp code storage in VDU
●
VTel DEFINITY reason codes
●
VTel WrapUp codes
VTel WrapUp functionality is described and illustrated in
There are five options available. Depending on which option is chosen, the wrapup dialog
box contains:
Reason codes
●
Category + Reason codes
●
Outcome codes
●
Reason + Outcome codes
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Category + Reason + Outcome codes
●
The vtel.ini file is used to determine:
which of the five options is used
●
the window titles and listbox labels that will appear in the agent's wrapup dialog box
●
the names of the tables that contain the reason/category/outcome codes and their
●
corresponding descriptions
The following is an example of the settings that might be chosen in the vtel.ini file. The
tables named in the example must be defined using IC Manager. See the discussion of
Lookup Tables in
on page 125
on page 129
on page 131
IC Administration Volume 2: Agents, Customers, &
VTel WrapUp codes
VTel User's Guide.
Queues.
Issue 2.1 August 2003 125