Assign Codes to an Incoming Interaction

Requirements: You need the View Account Codes Access Control right to display Account Code fields. To assign an Account Code to an interaction, you also need the Account Code Verification Security Right. The View Queue Columns Access Control right determines whether you can display the Account code or Wrapup code columns in My Interactions or other queue view.

You can assign Account codes and Wrap-up codes in the Interaction Properties dialog box.

To assign an account code to an incoming interaction:

Select the incoming interaction and click the Pickup button, or pick up your telephone handset.

Click the Properties button.

Result: The Interaction Properties dialog box appears.

In the Interaction Properties dialog box, click the arrow at the end of the Account Code field and select the account code you want to assign to this interaction.
Optionally, if your CIC administrator configured wrap-up codes, you can assign a Wrap-up Code in a similar fashion.

Note: If you don't assign a code during an interaction on a queue configured for wrap-up codes, you can be prompted to assign one when your part of the interaction ends. For more information, see Understanding Wrap-Up Codes.

Click the Close button in the upper right corner of the Interaction Properties dialog box.