SetDisposition

Programmatically specifies the dispositionResult that the agent or system assigns to the contact when the interaction ends. of Personal Connection outbound phone calls. If this action is used to define the disposition, the agent's ability to set the disposition in the MAX interface will be suppressed - likewise, if this action is not used to set the disposition, the agent will manually disposition the contact as usual.

Supported Script Types

Generic Email Chat Phone Voicemail Work Item SMS

Properties

Property Details
ContactID

Specifies a literal ContactID or variable name. This property is exposed to allow scripters to specify the dispositionResult that the agent or system assigns to the contact when the interaction ends. of a call from a script other than the custom script for that skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge. If you are using the action in the custom script for your skill, you don't need to change this property from it's default value.

Skill

This is exposed to allow scripters to dispositionResult that the agent or system assigns to the contact when the interaction ends. a call from a script other than the custom script for that skill. If you are using the action in your custom script for the skill, you don't need to change the property from it's default value. If you are specifying the disposition from another script, you need to specify the skill that corresponds to the contact you are dispositioning.

Disposition Select a disposition from the drop-down. The disposition selected here will be applied to each interaction that fires this action.
CallbackNumber

Allows the scripter to specify a callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. phone number to be captured with the dispositionResult that the agent or system assigns to the contact when the interaction ends.. By default, the originally dialed number is captured. This is analogous to an agent specifying a callback number after the call is complete in their agent client.

CallbackTime

Allows the scripter to specify a callback time to be captured with the dispositionResult that the agent or system assigns to the contact when the interaction ends..

This is analogous to an agent specifying a callback time after the call is complete in their agent client.

This is analogous to an agent specifying notes after the call is complete in their agent client.

Notes A field to enter any notes.
CommitmentAmount

Analogous to an agent specifying a commitment amount after the call is complete in their agent client.

Branches

Branch Details

Default

Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined.
Success Path taken if the action was completed without errors, and any API calls or data return were successful.
InvalidContactID Path taken if the system couldn't find a call with the specified ContactID.
InvalidSkill Path taken if one or more SkillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge are found to be invalid.
SkillNotRunning Path taken if the specified skill was not running and the system was unable to capture the dispositionResult that the agent or system assigns to the contact when the interaction ends..
InvalidDispositionCode Path taken if the specified dispositionResult that the agent or system assigns to the contact when the interaction ends. code was not valid for that skill.
SkillNotConfiguredForDispositionViaScript Path taken if the skill is not configured to capture the dispositionResult that the agent or system assigns to the contact when the interaction ends. via a script.
UnableToDetermineBusNo Path taken if the system could not determine the BusNo and was unable to capture the dispositionResult that the agent or system assigns to the contact when the interaction ends..
SpecifiedDispositionHasNoClassification Path taken if the dispositionResult that the agent or system assigns to the contact when the interaction ends. code specified on the action is not configured for use with AutoOutbound skills with a specified classification.
InvalidCommitmentAmount Path taken if the commitment amount is invalid. The commitment amount must be a decimal (for example, 5.00 would be valid and sss would be invalid and take this branch).

Tips & Tricks

Phone Script Example Using SetDisposition

This script is triggered and then immediately goes into setting the disposition. Notice that each disposition option has its own branch.

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