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  • 1.  popURL only when call accepted

    Posted 10-02-2025 08:37
    Edited by Mihai Vasiloiu 10-02-2025 08:52
    No replies, thread closed.

    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
    ------------------------------



  • 2.  RE: popURL only when call accepted
    Best Answer

    Posted 10-02-2025 11:00
    No replies, thread closed.

    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'.



    ------------------------------
    Krzysztof Krupa
    ------------------------------



  • 3.  RE: popURL only when call accepted

    Posted 10-03-2025 02:45
    No replies, thread closed.

    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!



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

    Original Message


  • 4.  RE: popURL only when call accepted

    Posted 10-04-2025 10:25
    No replies, thread closed.

    You're welcome!



    ------------------------------
    Krzysztof Krupa
    ------------------------------

    Original Message


  • 5.  RE: popURL only when call accepted

    Posted 10-06-2025 13:53
    No replies, thread closed.

    Thanks for that explanation. It's something that applies to a lot of situations.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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