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  • 1.  Add participant data when agent answers?

    Posted 06-12-2020 22:43
    Edited by Matt Lawson 05-09-2022 09:30
    No replies, thread closed.
    HI all

    What's the best way to call a webservice data action when an agent answers a call?  What I'm looking to be able to do as an example is to take the time they waited in queue and call a webservice data action that posts details from the conversation into a third party tool in real-time essentially.

    I know the details are available for the conversation are available through the API but that relies on something being setup externally to request that.

    Is it possible to do this somehow hidden within an agent script?  The wait time is just an example but I may want to add other participant data at the same time and not necessarily being done manually by an agent.
    #Ask Me Anything (AMA)
    #Implementation
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    Vaun McCarthy
    NTT New Zealand Limited
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  • 2.  RE: Add participant data when agent answers?

    Posted 06-13-2020 12:45
    No replies, thread closed.
    On the Script Page tool in the upper-right of the script designer, you will see Start Page.  Click the ellipsis next to that and choose properties.  That is where you put your initial data action, URL screen pop, or whatever you want done as the agent answers the call.  

    For more information:  https://help.mypurecloud.com/articles/advanced-lesson-create-a-screen-pop-script-and-add-it-to-a-call-flow/

    There are also other steps like assigning the script for inbound calls.   This page explains all that.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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