Hi everyone,

Has anyone here successfully manipulated, or even just written a post-interaction Wrap-Up solution where multiple Wrap-Up codes can be selected.

I have been trying to do this, and so far I have achieved the following:

• Written a Handler that will gather the correct Wrap-Up codes defined in IA. 
• Created a Handler that can pop up a webpage at any time DURING an interaction
• Created a frontend that can query and receive the Wrap-Up codes specified for the Workgroup, is multiselectable and then when Submitted, writes all the data to a DB, including the information about the customer. 

The PROBLEM

• When I Disconnect an Interaction, the POPup function will not work anymore. Which in a way makes sense.
• Because of this not working the whole thing arround it does not make sense anymore.  E.g if I can't pop my webpage using the data about the call being disconnected, the solution is dead!

THOUGHTS and QUESTIONS

• I have thought about just disabling the Disconnect button and creating a Custom Disconnect Button that will create a popup before actually disconnecting the interaction.
  • I am just afraid that this might damage something.
  • If I create such a button that Activates a custom Handler to pop a webpage and then end with a "Disconnect Interaction" toolstep, with that set in motion the exact same scenario as when just pressing the original Disconnect button? 
• I have thought about doing the whole thing using ICWS, but this a lot more work for me, since I am not familiar enough with it and have limited time for dev. 

What are your thoughts on this?   Or if you have developed something like what I am trying to Achieve, I would love to hear from you!
#Handlers
#Unsure/Other

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Egill Palsson
Advania AB
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ICWS is probably the least complex solution. 
I understand that there is learning curve, but trying to build client side applications with handlers will probably lead to a bunch of dead ends.
You can:

• Listen to the user queue for connect/disconnect.
• Gather available wrap codes.
• Build logic around wrap code presentation.
• Send Wrap data to the appropriate DB (custom is probably best)

Once you get over the hump of connecting and listening, ICWS becomes much more intuitive.

Tim

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Tim Cannon
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Original Message:
Sent: 03-13-2020 05:30
From: Egill Palsson
Subject: Customizing Wrap-Up code interface + PopUp

Hi everyone,

Has anyone here successfully manipulated, or even just written a post-interaction Wrap-Up solution where multiple Wrap-Up codes can be selected.

I have been trying to do this, and so far I have achieved the following:

• Written a Handler that will gather the correct Wrap-Up codes defined in IA. 
• Created a Handler that can pop up a webpage at any time DURING an interaction
• Created a frontend that can query and receive the Wrap-Up codes specified for the Workgroup, is multiselectable and then when Submitted, writes all the data to a DB, including the information about the customer. 

The PROBLEM

• When I Disconnect an Interaction, the POPup function will not work anymore. Which in a way makes sense.
• Because of this not working the whole thing arround it does not make sense anymore.  E.g if I can't pop my webpage using the data about the call being disconnected, the solution is dead!

THOUGHTS and QUESTIONS

• I have thought about just disabling the Disconnect button and creating a Custom Disconnect Button that will create a popup before actually disconnecting the interaction.
  • I am just afraid that this might damage something.
  • If I create such a button that Activates a custom Handler to pop a webpage and then end with a "Disconnect Interaction" toolstep, with that set in motion the exact same scenario as when just pressing the original Disconnect button? 
• I have thought about doing the whole thing using ICWS, but this a lot more work for me, since I am not familiar enough with it and have limited time for dev. 

What are your thoughts on this?   Or if you have developed something like what I am trying to Achieve, I would love to hear from you!
#Handlers
#Unsure/Other

------------------------------
Egill Palsson
Advania AB
------------------------------