SetDisposition

Programmatically specifies the disposition Result 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

Properties

Property	Details
ContactID	Specifies a literal ContactID or variable name. This property is exposed to allow scripters to specify the disposition Result 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 ACD skill Used to automate delivery of interactions based on agent skills, abilities, 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 disposition Result 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 callback Holds 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 disposition Result 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 disposition Result 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 completes 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 Skills Used to automate delivery of interactions based on agent skills, abilities, 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 disposition Result that the agent or system assigns to the contact when the interaction ends..
InvalidDispositionCode	Path taken if the specified disposition Result 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 disposition Result 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 disposition Result that the agent or system assigns to the contact when the interaction ends..
SpecifiedDispositionHasNoClassification	Path taken if the disposition Result 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

SetDisposition is used in the custom script for Personal Connection skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. It can also be used from another script, provided that the call being dispositioned is still connected.
The best practice for using SetDisposition is to handle all of the error branches, if only to capture which branch was taken. This practice allows for easier troubleshooting of scripts that contain this action.
The recommended approach is to use SetDisposition as early as possible in the script and then to use it again later in the script to update the disposition Result that the agent or system assigns to the contact when the interaction ends. if the script determines that a different disposition is appropriate.
Calling SetDisposition overwrites any disposition captured by a previous call of the action.

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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