This chapter covers the following topics:
Data migration is only necessary if you are upgrading from releases prior to Release 12. Release 11.5.9 stopped using Outcome-Result and Result-Reason pairs and began using Wrap-ups to designate valid combinations of Outcome, Result and Reason values to drive application lists of values during interaction wrap-up.
Note: Do not use the script JTFIHWRPCMP.sql, which was provided in release 11.5.9 for migrating outcome-result and result-reason pairs to wrap-ups. Instead, use the functions provided by the Interaction History Migration responsibility.
The data migration function populates wrap-ups based on existing values for outcomes-result pairs and result-reason pairs. You can migrate data by using the data migration function or by manually creating wrap-ups.
The following rules are applied during the data migration in order to determine if a wrap-up should be created:
The following tables are scanned:
Outcomes
Outcome-Result
Result-Reason
Interaction History
Activity History
If an outcome requires a result and a result has not been associated with the outcome, then a wrap-up is not created.
If a result requires a reason and a reason has not been associated with the result, then a wrap-up is not created.
If a linked outcome, result, and reason is set to inactive, then a wrap-up is created and the end date is set to the current date and time.
If a linked outcome, result, and reason is associated with a marketing campaign, then a wrap-up is created for the campaign.
Use this procedure to migrate outcome-result pairs and result-reason pairs to wrap-ups.
HTML Login URL
Interaction History Migration
Note: The Active box in outcome, result, and reason definition is used to hide the item from a list of values. The definition can still be used in the background to log an interaction. Use this feature to reduce the number of items that appear in a list of values.
Note: For example, the Sit Reorder outcome is used by the predictive dialer in Oracle Advanced Outbound Telephony to log interactions. However, that outcome would not be needed in a list of values for agents.
Review all outcome definitions.
If you do not want the outcome to appear in a list of values, clear the Active box.
If you want to require a result with the outcome, then select the Result Required box.
If a result is required and the data migration function does not find an outcome-result pair, then a wrap-up will not be created.
Review all result definitions.
If you do not want the result to appear in a list of values, clear the Active box.
If you want to require a reason with the outcome, then select the Reason Required box.
If a reason is required and the data migration function does not find an result-reason pair, then a wrap-up will not be created.
Review all reason definitions.
If you do not want the result to appear in a list of values, clear the Active box.
Click the Interaction History tab.
Click the Migration Configuration subtab.
In the side panel, click Wrap-up Migration.
Review the list of wrap-ups create by the data migration function. Remove any unwanted wrap-ups.
The outcome-result pairs are obsolete. However, outcome-result administration is still available through the Interaction History Migration responsibility to facilitate migration of the data to the wrap-up table.
Use the Outcome-Result hyperlink to maintain a list of outcome-result pairs.
Use this procedure to define a outcome-result pair.
HTML Login URL
Interaction History Migration
Create an outcome.
Create a result.
Click the Interaction History tab.
Click the Migration Configuration subtab.
In the side panel, click Outcome-Result.
The Outcome-Result page appears.
Click Create.
The Create Outcome-Result window opens.
From the Outcome list, select an outcome.
From the Result list, select a result.
Click Create.
Use this procedure to delete a user-defined outcome-result pair.
HTML Login URL
Interaction History Migration
None
Click the Interaction History tab.
Click the Migration Configuration subtab.
In the side panel, click Outcome-Result.
The Outcome-Result page appears.
Select the Select box for the outcome-result pair that you want to delete.
Click Delete.
The selected outcome-result pair is removed from the list and the Outcome-Result page refreshes.
The result-reason pairs are obsolete. However, result-reason administration is still available through the Interaction History Migration responsibility to facilitate migration of the data to the wrap-up table.
Use the Result-Reason hyperlink to maintain a list of result-reason pairs.
Note: Migration of existing result-reason mappings to wrap up mappings can be performed using the script JTFIHWRPCMP.sql.
Use this procedure to define a result-reason pair.
HTML Login URL
Interaction History Migration
Create a result.
Create a reason.
Click the Interaction History tab.
Click the Migration Configuration subtab.
In the side panel, click Result-Reason.
The Result-Reason page appears.
Click Create.
The Create Result-Reason window opens.
From the Result list, select a result.
From the Reason list, select a reason.
Click Create.
Use this procedure to delete a user-defined reason-result pair.
HTML Login URL
Interaction History Migration
None
Click the Interaction History tab.
Click the Migration Configuration subtab.
In the side panel, click Result-Reason.
The Result-Reason page appears.
Select the Select box for the result-reason pair that you want to delete.
Click Delete.
The selected result-reason pair is removed from the list and the Result-Reasons page refreshes.