To show Release Code rather than Release it is necessary to configure the Connector. To do this login to Optymyse, navigate to Configuration, and then to the Connectors sub-page. Find the ShoreTel ECC Connector on the list and click it's name (or hover over it and select Edit). This will open up the configuration "file" for viewing and editing. At this point, it is suggested that you copy the entire text, and paste into NotePad (or a 3rd party equivalent such as NotePad++ or TextPad), and save it. This will act both as a backup for the configuration, and also a convenient place to work on it.
The following feed settings will need amending within the Connector configuration.
|StateNameIsReleaseCode||true||When set to TRUE, the agent state when in Release becomes the Reason Code (if a Reason Code is not set, the default "Release" is used instead).|
|ReleaseStatePrefix||"RLS:"||Used to indicate an agent state is a release code - e.g. if reason code alone is ambiguous.|