To customize your contact center properties, update the required parts of the code that ServiceNow displays in the Configuration field.
For example, the following part of the code enables Avaya Workspaces for CRM to create call logs:
"callLogEnabled": "Y",
To prevent Avaya Workspaces for CRM from creating logs, you must update this part of the code as follows:
"callLogEnabled": "N",
The following table describes the parts of the code that ServiceNow displays in the field, under the "ReasonCodesEnabled": { section:
Name |
Description |
"logoutReasonEnabled":"",
|
The option to enable agents to use logout reason codes. The values are the following:
For example, you can type "logoutReasonEnabled":"Y", |
"auxReasonEnabled":"",
|
The option to enable agents to use Not Ready reason codes. The values are the following:
Y: Agents can click Not Readyand select the required Not Ready reason code. N: Agents cannot select Not Ready reason codes. Agents can click Not Ready to switch to the Not Ready state. Z (Zero): When agents click Not Ready, Avaya Workspaces for CRM only displays the Not Ready reason code of zero. For example, you can type "auxReasonEnabled":"Y", |
"dispositionCodesEnabled": ""
|
The option to enable agents to use disposition codes. The values are the following:
For example, you can type "dispositionCodesEnabled": "Y" |
