Purpose
Transaction codes are used to tag calls.
Examples:
- During a call the agent ascertains that the caller requires special advice. A transaction code can be used to tag this call for statistical purposes. If a tarif prompt is associated with the transaction code, then it can cause the call to be charged differently after this point in time.
- The caller issues a complaint during the call. The agent can tag the call with a call marker representing a complaint.
Configuration
Choose ACD - Transaction Codes in the main menu, to view the table of available transaction codes.
To create a new transaction code, click on New in the toolbar. Provide the following information:
| Name | The name of the transaction code |
Tarif Prompt | Choose a tarif prompt to be associated with the transaction |
Active | This activates the transaction code. Only active transaction |
| This parameter determines the position in the list at which the |
After entry click on Save. You will return to the overview table of the transaction codes.
Use the tabs Matrix and List to switch between two views:
Matrix
For the configured transaction codes, DTMF code sequences are displayed. The DTMF codes are used by agents to activate transaction codes using the telephone keypad. Individual ACD groups can use different transaction codes. Clicking in a column on a number or the dash sign enables you to edit the setting at that cell.
Row order can be changed using Up and Down. This results in a change in the display order of the transaction codes.
List
The list shows you the properties of the transaction codes. Row order can be changed using Up and Down. This results in a change in the display order of the transaction codes.
Use Edit to modify a transaction code. The tab Groups can be used to view the ACD groups which use that transaction code. Use Add to enable further groups to use the call marker and assign a DTMF code to this association. Use Delete to remove the association between an ACD group and a transaction code.
Function
Transaction Codes are displayed during a call (or after a call bei mandatory transaction codes) in agent home and the mini client, and can be set according to the settings of the ACD group.
See Editing groups and creating rules.
For mandatory transaction codes agents receive no further calls or media events, until a transaction code is set by the agent.
Info
When optional transaction codes are configured, not entering one after a call has ended, will result in the call being displayed in red in the calls tab in the agent home.
Call Transfer
For call transfers to other agents, the transaction code settings of the ACD group apply to both agents. Hence if mandatory transaction codes are set in the ACD group, then both agents will be required to set a transaction code.
For call transfer to other ACD groups, the functionality is dependent on the ACD group settings, the transaction codes seen and required by each agent can be seen in the table below.
| Incoming Call to Group | Transfer To Group | ||
|---|---|---|---|
| Standalone Group B no TACs | Standalone Group B with TACs | Agent Group | |
| Standalone Group A no TACs | Agent A: no TACs Agent B: no TACs | Agent A: no TACs Agent B: TACs from B | Both Agents: no TACs |
| Standalone Group A with TACs | Agent A: TACs from A Agent B: no TACs | Agent A: TACs from A Agent B: TACs from B | Both Agents: TACs from A |
| Configuration Group A no TACs | Agent A: no TACs Agent B: no TACs | Agent A: no TACs Agent B: TACs from B | Both Agents: no TACs |
| Configuration Group A with TACs | Agent A: TACs from A Agent B: no TACs | Agent A: TACs from A Agent B: TACs from B | Both Agents: TACs from A |
Note: for forwarding to agent groups, the configuration will not change, so the TAC settings will not change.