ScottBub | 2017-03-02 15:44:42 UTC | #1
Hello,
I have looked through all of the PureCloud documentation, but I don't see anything directly stating whether or not you can cause a screen pop to occur to a particular queue without actually routing the call to that queue.
We need to be able to send a alert to a specific queue when someone calls in for a particular customer. However, we do not want the call to get routed to the people receiving the notification. They should receive a pop up that contains a bunch of information about that customer, but the person that called is trying to contact a different department.
Is this possible with PureCloud administration capabilities? Documentation does not give a definitive answer.
tim.smith | 2017-03-02 16:17:43 UTC | #2
I've discussed this with some folks and there isn't any way to do this currently. If you can provide a little more detail about your use case, I can log an enhancement request for it.
ScottBub | 2017-03-02 16:51:05 UTC | #3
Thanks, Tim. The quickest answer I can give on this is as follows:
A tech calls in to check in or check out at the site related to a service order. We query the service order in a database and bring back data. If a customer related to the service order needs to receive some kind of update we send a notification or pop up to agents in a queue, but the tech needs to check in or check out. The purpose of the call flow is to check in or out, but we wanted to add that notification or pop up to a different queue based on the tech arriving or leaving that customer's site.
I hope this helps!
tim.smith | 2017-03-02 17:02:20 UTC | #4
Thanks, I've logged this request.
ScottBub | 2017-03-07 16:50:11 UTC | #5
What about if instead of a screen pop if it was a chat? Would we be able to send a chat to a group/queue that just has a URL that they could click? That way, they would be able to click the link and review the information?
This only matters when a tech automatically checks in. Can we send something to someone at the end of the call without routing the call there?
tim.smith | 2017-03-07 16:55:52 UTC | #6
ScottBub, post:5, topic:996
What about if instead of a screen pop if it was a chat? Would we be able to send a chat to a group/queue that just has a URL that they could click? That way, they would be able to click the link and review the information?
Because there aren't any chat APIs, you can't really automate creating a chat conversation.
ScottBub, post:5, topic:996
Can we send something to someone at the end of the call without routing the call there?
There's currently nothing in PureCloud to allow sending anything to anyone outside of the existing conversation functionality.
ScottBub | 2017-03-07 17:04:19 UTC | #7
Okay, my question was specific, so I wanted to be sure I covered the whole topic. But, thank you.
Howard_Renollet | 2017-03-07 19:35:42 UTC | #8
Tim - I was able to get this working by using a Generic Webhook Integration,
tim.smith | 2017-03-07 19:46:36 UTC | #9
Howard_Renollet, post:8, topic:996, full:true
Tim - I was able to get this working by using a Generic Webhook Integration
Good idea! I was thinking in the context of a more explicit message directly to people, but that would be a good workaround.
system | 2017-08-28 19:32:33 UTC | #10
This post was migrated from the old Developer Forum.
ref: 996