Mode Translation Rules

In order to segregate Keyfax Scripts between business, functional or operational areas, they are grouped together beneath 'Script Types' . Your organisation may have one or more Script Types, - these could include (but are not limited to):

• Repair Diagnostics

• General Enquiries

• Repairs Online

• Enquiries Online

Script Types are represented internally by 'Mode' codes, e.g. Repair Diagnostics might be 'RD', Repairs Online could be 'ROL' (your Mappings must always send a Mode value to Keyfax).

In the situation where it is necessary to launch different Keyfax Script Types from a single Dynamics form, it will be necessary to provide a Form Field that provides a choice of script types in a form familiar to the call handler.

Example

Let's look at an example where the Form Field below is named 'casetypecode' and contains the following options:

Using the possible values above, create a configuration Setting as in the example below. In this case, the Value defines the translation of the chosen case type to the relevant Keyfax Mode. It is a comma separated list of the possible values and the Mode they translate to.

In other words, if 'Repair/Maintenance' is chosen by the user, the Mode value will be set to 'RD' and for other choices, it will be set to 'FL'. If no choice has been made, the Default value of 'RD' will be used. Note: 'FL' is a legacy acronym implying 'FrontlLine' - this is slowly being replaced with 'ENQ'.

The final step is to set up a Mapping entry for the Mode itself (at the Global or Entity level as required) and this uses a Source of the current Form Field, e.g. casetypecode: