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  • 1.  How to open file from UNC path using Scripter.Open URL

    Posted 03-24-2025 16:04
    No replies, thread closed.

    We have a team that processes PDFs of received faxes. The PDFs are all in a local directory on our network. The plan was to use Cloud CX to mimic the process we currently use in PureConnect. The full path to each PDF is sent via email into the queue. An agent picks up that interaction, opens the PDF from the path, and does what they need to do with it. In many cases, they will also use that path to import and attach the PDF into our electronic medical records system.

    I built a script in Cloud CX that grabs the path from the incoming email, then has a button that uses the Scripter.Open URL action with that path. I can't get the file to open, though. When it tries to open this path (which I can copy and paste into a new browser tab and open just fine):

    file://c-dept/dept/D-PureConnect%20Efaxes/APCTEST2.pdf

    It pops open a new tab and tries to open this URL, which of course fails:

    https://file//c-dept/dept/D-PureConnect%20Efaxes/APCTEST2.pdf

    I gave it a valid URL. I need it to open the URL I gave it instead of trying to help me. Any ideas? Is there something besides the Open URL action I should use? Is there a way to get it to take my URL literally? I'd LOVE to just automatically open that URL directly within an iFrame in the script, but the browser security understandably won't let that happen.


    #Unsure/Other

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    Dave Halderman
    Business Analyst
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  • 2.  RE: How to open file from UNC path using Scripter.Open URL
    Best Answer

    Posted 03-24-2025 18:55
    No replies, thread closed.

    Hey @Dave Halderman,

    Genesys forces all URLs to use an HTTPS protocol so it won't allow file:// links to be opened directly. This is both a security restriction in browsers and a limitation of the Genesys platform. Essentially, the Scripter.Open URL action automatically prepends "https:" to your file path, so even if you provide a valid file:// URL, it gets rewritten.

    Your options are therefore limited. Two common workarounds include:

    • Serving the PDFs over HTTPS: Host the files on an internal web server so that they have a proper HTTPS URL.

    • Custom local integration: Develop a local protocol handler or a desktop application that can interpret your file path and open the file. Note, however, that this adds complexity and may require additional configuration on every agent's workstation.

    In short, due to the security model and Genesys CX's URL handling, you can't get it to open a file:// URL directly via Scripter.Open URL.



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    Lawrence Drayton
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  • 3.  RE: How to open file from UNC path using Scripter.Open URL

    Posted 03-25-2025 12:53
    No replies, thread closed.

    Thanks. It sure would be nice if they would give us a way to override that behavior if we check a "I know what I'm doing" checkbox when designing the script or something.

    I also just tried:

    • Creating a hyperlink on the script that the user could click on - This seems to use the same Open URL logic as the button.
    • Embedding the hyperlink directly into the incoming email body to open that file in a new browser window - Cloud CX seems to strip the hyperlink from the email?

    We're coming from the Genesys PureConnect system, so we're used to being able to interact with the local environment much more than we'll be able to with Cloud CX.



    ------------------------------
    Dave Halderman
    Business Analyst
    ------------------------------

    Original Message


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