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  • 1.  Determine call connect event on a script.

    Posted 04-24-2024 13:13
    No replies, thread closed.

    Hi all,

    I'm currently trying to pop our crm when a call gets connected from a script. We have an internal group who receives calls from people in both outbound and inbound queues. They are not set to auto answer. I'm wanting to pop the page with the customer information, but only after the agents have clicked answer. 

    My current approach is to have a custom action with a delay that calls itself if the call's state isn't connect until the alerting timeout value. Each pass it checks calls a data action for GET /api/v2/conversations/calls/{conversationId} that gets the last participant in the translation map. While this is working in testing, I'm worried there are scenarios where the above approach may fail since I'm not actually checking for the specific participant but assuming it's the last one. 

    Does anyone have a better approach for this use case?

    Thanks,
    Eric


    #Integrations
    #Unsure/Other

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    Eric Berkshire
    New American Funding, LLC
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  • 2.  RE: Determine call connect event on a script.

    Posted 04-25-2024 23:56
    No replies, thread closed.

    The screen pop mechanism is on alert.  What you could do is have a page pop that says Begin or Get Info and then change the page to one that has the information.  Not sure we can change the timing behavior.   The only other option would be a custom action on page load that calls an API that has a specific timeout before replying and then change the page.  The user would see what is on the start page and then they would see the populated page.  You could build logic into it to check the current participant and if not the current agent, don't show that second page.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Determine call connect event on a script.

    Posted 04-30-2024 17:03
    No replies, thread closed.

    Thank you for the response, Robert.

    I'm not sure I explained my issue correctly. The problem I have is making sure when I call the data action to see if the call is connected that I'm checking against the correct participant. I'm using GET /api/v2/conversations/calls/{conversationId} and then the translation map I'm getting the last participant. My concern is that we is the assumption that the most recent agent will always appear as the last participant from that endpoint's response.

    Does that make sense? 



    ------------------------------
    Eric Berkshire
    New American Funding, LLC
    ------------------------------

    Original Message


  • 4.  RE: Determine call connect event on a script.

    Posted 04-30-2024 17:50
    No replies, thread closed.

    Hi Eric

    Why don't you use built in script variable {{Scripter.Interaction State}} to determine the call state? 



    ------------------------------
    Cheers
    Zubair
    ------------------------------



  • 5.  RE: Determine call connect event on a script.

    Posted 05-01-2024 09:22
    No replies, thread closed.

    Thanks, Muhammad. I'll give that a shot.



    ------------------------------
    Eric Berkshire
    New American Funding, LLC
    ------------------------------

    Original Message


  • 6.  RE: Determine call connect event on a script.
    Best Answer

    Posted 05-02-2024 02:51
    No replies, thread closed.

    Hello Eric,

    You can create an action similar to this that will loop the same script until the Interaction State is connected, and then open the URL.

    I generally use {{Scripter.Raw Interaction State}}, since if you have agents using different languages on their UI {{Scripter.Interaction State}} will be translated to the agents UI language. If I remember correctly it gives the state in small letters, but you can test it by having it show in the script.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


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