It really is a POV and history with other products. Let's look at it from the Genesys POV
- Scripts
These are pre-defined HTLM pages that are iframed into the Genesys Cloud Ux and contain a lot of information and controls and even iframes of other apps. The script is defined in the Queue Voice tab or in the Architect Flow and can have variables assigned in the flow. This script and any actions on the start page are started on Alert of the interaction, not on picking up the conversation.
- Script Pages
A script can contain multiple pages and each page can automatically pop URL's or run data actions.
- Screen Pop
Nothing more than the opening of a URL either via a button in the script or automatically wiith the default action on the start page. If the URL that is popped can take parameters like ?phone= then you can pop to a particular contact/case in the application.
- Pop-ups
Akin to Microsoft "toast" notifications but appearing in the Genesys UI, usually in the upper-right of the screen.
Hopefully understanding some of these terms will help you through your needs.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 01-20-2024 11:58
From: Jonathan Bartelt
Subject: Action in Script Pop Up for OUTBOUND calls
Apologies if this isn't completely on topic, but can you tell me if these "pop-ups" are actual message box pop-ups or if this is just "repainting" a screen on an already open webpage type thing ? Thanks
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Jonathan Bartelt
Advocate Aurora Health, Inc.
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Original Message:
Sent: 01-16-2024 04:36
From: Peter Faust
Subject: Action in Script Pop Up for OUTBOUND calls
Hi Serena,
The page load action Robert already mentioned. So when the script initially loads you can call one action during startup defined in the page properties. Since the call usually is not yet connected at the start of the script you must implement some sort of delay until the call is connected. This can be achieved as shown in my screenshot with the LoopAction. When the loopaction is started for the first time the script is loaded, it checks the connection status for the first time. If its not connected it waits for 5ms and the calls itself again. This is repeated until the call is connected. This will stop the loop and the action in the else path will be started. So now you can react on the real connected status.
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BR Peter
Genesys - Employees
Original Message:
Sent: 01-16-2024 03:55
From: Serena Spaccesi
Subject: Action in Script Pop Up for OUTBOUND calls
Hi @Peter Faust What do you mean by 'call this action through the page load action'? How do I set it? I would be grateful. I probably mistake this, unknowingly.
Thank you
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Serena Spaccesi
Indra Italia spa
Original Message:
Sent: 01-16-2024 03:15
From: Peter Faust
Subject: Action in Script Pop Up for OUTBOUND calls
Hi Serena,
Be aware that the interaction state might take a while until it is really connected. So if you call this only once at the beginning of the call the state might be still different from connected. You can solve this with a recursive call until the call is connected:
Call this action through the page load action and it should produce the results you are looking for.
Hope this helps!
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BR Peter
Genesys - Employees