Administrators can define disposition codes that agents can select through Avaya Workspaces. Agents can select disposition codes while on contact or during the timed after contact work.
Procedure
On the Avaya Control Manager webpage, click Configuration > Avaya Oceana® > Reason Codes.
Select the Disposition Codes tab.
Click Add.
In Name, type a name for the disposition code.
The maximum name length is 30 characters.
Do not name the disposition code as UNKNOWN. This name conflicts with the default disposition code value when the user does not set the disposition code.
In Number, type a number to uniquely identify the disposition code.
The number must be unique. The disposition code number cannot be the same as a work code or user code number.
In the Contact Type section, select the channel types for which the work code must be displayed.
You can select from the following options: Voice, ShortMessagingService, EMail, Chat, Social, Outbound, Generic, Video, and Messaging.
