I would take a look at the events broadcast by the Salesforce client: https://help.mypurecloud.com/articles/events-in-salesforce/. From that page, there are links to examples in a Github repo that can be used as a starting point for development.
This can send a notice that the interaction has changed, then you can invoke the method to stop secure pause. We have had several customers that actually automatically invoked the start of a secure pause based on workflows/user actions within the Salesforce environment, then disable it as part of that workflow.
One example I came across not long after we released these events was a customer that had a credit card payment processor embedded as a custom lightning component. When the user clicks into the lightning component so they can start entering a credit card number to process a payment, the component invokes a secure pause on the current conversation; when the payment completes, the component sends the command to release the secure pause. At not point does the user ever touch the call control for secure pause.
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Richard Schott
Genesys - Employees
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Original Message:
Sent: 04-04-2022 14:36
From: George Ganahl
Subject: Secure Pause Length
@Richard Schott any ideas on how to do this from the GC for Salesforce client side without a script? A custom button in the client, maybe, that has Salesforce run the API call, sets a timer, and runs it again?
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George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
Original Message:
Sent: 04-04-2022 14:18
From: Casey Ramirez
Subject: Secure Pause Length
Is there a way to do this in a scenario where agents don't use the Genesys scripts? Our agents are in the Salesforce/Genesys managed package and don't use scripts. But we want to be able to have agents turn on Secure Pause and then have it turn back off automatically after a few minutes. Are there any options to achieve this? I've posted this in the dev forum as well but no responses yet. Secure Pause Timer - Genesys Cloud Developer Forum
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Casey Ramirez
Humana Inc.
Original Message:
Sent: 07-07-2019 22:54
From: George Ganahl
Subject: Secure Pause Length
There is nothing specifically built in, no.
You can try creating a custom action in a script, based on the example at https://help.mypurecloud.com/articles/configure-secure-pause-actions-scripts/
Figure out where to throw in a Delay step, and where to throw in a Scripter Action step to set the boolean vaviable back to false. I'm not sure you could get it to work, but maybe. I haven't taken time to try and figure it out.
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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
Original Message:
Sent: 07-05-2019 13:57
From: Bryan De La Cruz
Subject: Secure Pause Length
Is there a way to set up "Secure Pause" like it was in PureConnect where you can configure a timer of how long it pauses before it resumes?
#QualityManagement
#SystemAdministration
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Bryan De La Cruz
GreatPlains Finance, LLC
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