Genesys Cloud - Main

Hello,

 We use the CTI Connector for Salesforce and every time a call is accepted the system should pop-up a new browser tab with a specific URL that will create a new case in SF. The issue is that the Scripter.Open URL is triggered on ringing not on accepted. This means that a case is created even if the agent doesn't answer the call (RONA) or when the customer disconnects while ringing.

I used the Wait Until functionality (Wait until interaction Scripter.Interaction State Equals Connected) but it doesn't work.

Is there a way to trigger the Open URL only if the agent answers the call? 

Regards,

Mihai

#Omni-ChannelDesktop/UserInterface

------------------------------
Mihai Vasiloiu
Tech Lead Customer Interactions
------------------------------

You have to create custom action 'Wait until connected'.

First step 'Wait Until' Scripter.Interaction State variable equals 'Connected' and second step with Scripter.Open URL standard action.

You need to setup created action 'Wait until connected' in page properties 'Page Load Action'.

Hello,

 We use the CTI Connector for Salesforce and every time a call is accepted the system should pop-up a new browser tab with a specific URL that will create a new case in SF. The issue is that the Scripter.Open URL is triggered on ringing not on accepted. This means that a case is created even if the agent doesn't answer the call (RONA) or when the customer disconnects while ringing.

I used the Wait Until functionality (Wait until interaction Scripter.Interaction State Equals Connected) but it doesn't work.

Is there a way to trigger the Open URL only if the agent answers the call? 

Regards,

Mihai

#Omni-ChannelDesktop/UserInterface

------------------------------
Mihai Vasiloiu
Tech Lead Customer Interactions
------------------------------

Hello Krzysztof,

 Thank you for your answer, I've tried exactly that before and it didn't work. Maybe I forgot to publish, or there was a typo because now it's working.

Than you!

You have to create custom action 'Wait until connected'.

First step 'Wait Until' Scripter.Interaction State variable equals 'Connected' and second step with Scripter.Open URL standard action.

You need to setup created action 'Wait until connected' in page properties 'Page Load Action'.

Hello,

 We use the CTI Connector for Salesforce and every time a call is accepted the system should pop-up a new browser tab with a specific URL that will create a new case in SF. The issue is that the Scripter.Open URL is triggered on ringing not on accepted. This means that a case is created even if the agent doesn't answer the call (RONA) or when the customer disconnects while ringing.

I used the Wait Until functionality (Wait until interaction Scripter.Interaction State Equals Connected) but it doesn't work.

Is there a way to trigger the Open URL only if the agent answers the call? 

Regards,

Mihai

#Omni-ChannelDesktop/UserInterface

------------------------------
Mihai Vasiloiu
Tech Lead Customer Interactions
------------------------------

You're welcome!

Hello Krzysztof,

 Thank you for your answer, I've tried exactly that before and it didn't work. Maybe I forgot to publish, or there was a typo because now it's working.

Than you!

You have to create custom action 'Wait until connected'.

First step 'Wait Until' Scripter.Interaction State variable equals 'Connected' and second step with Scripter.Open URL standard action.

You need to setup created action 'Wait until connected' in page properties 'Page Load Action'.

Hello,

 We use the CTI Connector for Salesforce and every time a call is accepted the system should pop-up a new browser tab with a specific URL that will create a new case in SF. The issue is that the Scripter.Open URL is triggered on ringing not on accepted. This means that a case is created even if the agent doesn't answer the call (RONA) or when the customer disconnects while ringing.

I used the Wait Until functionality (Wait until interaction Scripter.Interaction State Equals Connected) but it doesn't work.

Is there a way to trigger the Open URL only if the agent answers the call? 

Regards,

Mihai

#Omni-ChannelDesktop/UserInterface

------------------------------
Mihai Vasiloiu
Tech Lead Customer Interactions
------------------------------