Advanced Wrap Entry

[AppSpecialist]

Has anyone implemented a custom solution to provide a drop down or a menued interface to lock down what can be entered for a wrap code or to logically group them into higher level categories to make entry easier and more consistent?

 

[chris13]

We did something like that long ago, but is was just a very small part within a big project...
I think it's only possible when you use CTI. Even today there is a table in the database called "wrapup", but you'll have to make Aspect fill it with the values you need.
It might be easier to use your own database with groups/codes and a small app to let the agent browse the tree/categories...

 

[AppSpecialist]

Yes... your suggestions are exactly what I have in mind. We have contact server and eflows... and as you suggested, what I plan to do is use our own database to provide the Wrap code values and maybe a very simple VB app to present the wrap options.

What I was concerned about is where I would launch such an app from, at what time, if I could stuff the value back into the appropriate wrap code fields in the Aspect database etc...

 

[cardmagi]

We are going to be doing this in Uniphi using a custom thick client agent desktop. The wrap codes will be part of a drop down list that can be modified by the system admin. Can't help you with the Contact Server but if you plan on moving toward Uniphi, it can be customized for what your looking for.

 

[AppSpecialist]

Cardmagi,

Who at Aspect were you talking to about this and who will be the consultant actually doing the work? Did they give you an estimate of how long this would take to customize?

They gave us what I figured was an outragous quote to provide a thick client solution... 5 or 6 weeks to provide a drop down box to interface with Winset and eFlows.