Reference: OCC IVG Genesys disposition mapping
The following table includes the possible responses from the Interactive Voice Gateway (IVG) platform following an HTTP callback request from OCC. Each type of IVG response maps to a disposition, and each disposition maps to a data name and data value. The data names and data values are sent to Queue Manager to indicate the result of a callback attempt.
Disposition mapping
| Queue mode | Scenario | Data name | Data value | OCC disposition | IVG platform response |
| Predictive | User chose to speak to an agent, and connected to the agent. The agent disconnects first. | 342 - CallbackConnected | Callback connected (via OCC) | Success | MakeCall HTTP Response:
Disposition response:
|
| Predictive | User chose to speak to an agent, and connected the to the agent. The user disconnects first. | 342 - CallbackConnected | Callback connected (via OCC) | Success | MakeCall HTTP Response:
Disposition response:
|
| Predictive | Customer did not pick up the call. | 2,Callback Failed | NoAnswer | failed_no_answer | MakeCall HTTP Response:
Disposition response:
|
| Predictive | No response, or invalid response. Call goes to retry. | 342 - CallbackConnected | Callback Connected (via OCC) | Success | MakeCall HTTP Response:
Disposition response:
|
| Predictive | Dialog not prepared. Wrong URL configured in the IVG voice platform. | 2,Callback Failed | Callback Failed (via OCC) | Failed | MakeCall HTTP Response:
Disposition Response:
|
| Predictive | No license, or deleted outbound application in the IVG voice platform. | 2,Callback Failed | Callback failed (via OCC) | Failed | MakeCall HTTP Response:
Disposition Response:
|
| Agent priority | No license available, or deleted Agent Priority application in the IVG voice platform. | 2, Callback Failed | Callback Connected (via OCC) | Failed | MakeCall HTTP Response:
Disposition Response:
|
| Agent priority | Customer didn't pick up the call, or customer disconnects the call. | 2, Callback failed | NoAnswer | failed_no_answer | MakeCall HTTP Response:
Disposition Response:
|
| Agent priority | Agent didn't answer the call, or agent not available. | 2, Callback failed | Callback failed (via OCC) | Failed | MakeCall HTTP Response:
Disposition Response:
|
| Agent priority | Customer answered | 342 - CallbackConnected | Callback connected (via OCC) | Success | MakeCall HTTP Response:
Disposition Response:
|
| Agent priority | Callback failed to launch. | 2,Callback failed | Callback failed (via OCC) | Failed to send request | MakeCall HTTP Response:
|
