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Reason table not used with Category table
001
002
010
011
Note:
The EnforceWrapupFormatCategory_Reason option is a precautionary
Note:
option. Its sole function is to check whether "with Category Table" format
and "without Category Table" format entries are combined in the same
Reason Table. If the option is Y, any "without Category Table" format entries
are ignored. If the option is absent or commented out, the default is Y.
If a Reason table is used with a Category table, the option be set to:
EnforceWrapupFormatCategory_Reason
Otherwise, the option should be set to:
EnforceWrapupFormatCategory_Reason
Refer to
IC Administration Volume 2: Agents, Customers, & Queues
information about creating and editing Lookup Tables.
After entry, wrapup codes are stored in a VDU. The schemes involved are discussed in
WrapUp code storage in VDU
not the descriptive text associated with the code. Provided that a given code always
corresponds to a given description, the method described above is all that is necessary for
the current scheme.
Thus, for the current scheme, with a given code always corresponding to the same
description, set:
UseLegacyWrapupCodesScheme
UseIndirectWrapupTables
For the legacy scheme, both codes and descriptive text are stored in the VDU. So the
method described above is all that is necessary whenever the legacy scheme is used.
Thus, for the legacy scheme, set:
UseLegacyWrapupCodesScheme
UseIndirectWrapupTables
However, there are cases where the connection between codes and descriptive texts
change (for example, a call center may run a different sales campaign every month and
use the same codes with different text). To deal with this in the current scheme, two sets of
tables are required: one with the association between "indirect" code and permanent code,
and the other with the association between the permanent code and the descriptive text.
In such a case, set:
Auto Insurance
Home Insurance
New Mortgage
Refinanced Mortgage
on page 129. Currently, only codes are stored in the VDU,
y
n
for additional
n
n
y
n
Issue 2.1 August 2003
VTel WrapUp codes
127
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