NSRPureCld | 2018-05-10 20:52:29 UTC | #1

Currently we have a CISCO CTI tool called Cherry Picker to field incoming calls. Once the operator picks up the call in Cherry Picker has been configured to invoke our applet which is sitting on the CRM Main Page passing in the phone number. Based on the parameters, a java script function is invoked within the CRM page; this submits a form to the server as a results in a new CRM page to be displayed to the user.

How can this be achieved using Pure Cloud ? We would not want to use the Applet (old technology).

We need a way to have pure cloud invoke a javascript function without the use of an applet. Is this possible ? if yes then how ?

tim.smith | 2018-05-10 22:00:31 UTC | #2

If you want to execute some client-side JavaScript in your CRM app, I would recommend implementing the OAuth Implicit Grant to authorize your CRM app (the JavaScript SDK can help with this) and then listen for conversation notifications to know when the agent is connected to a call. Since you're already working in a JavaScript environment, I'd recommend using the JavaScript SDK, though you can make API requests directly if you like.

NSRPureCld | 2018-05-11 16:28:56 UTC | #3

Thanks Tim.

When you say Javascript SDK, do you mean a java script library written by Pure Cloud to invoke Pure Cloud APIs ? They following is the scenario. Suppose I am the help desk person and further suppose that both Pure Cloud and my CRM are running on my machine and that I am logged into both.

What I want is that when a call comes into pure cloud and I pick it up, then some how a java script function in my CRM should be invoked. Consider the following scenarios and see if you agree with each one.

1. There is no way for Pure Cloud to invoke a java script function sitting in my CRM browser on it's own. This is true because we will not have any applet listening for incoming calls (applet is old technology and we do not want to use it and it will not be supported going forward)

Do you agree ?

2. If #1 is not possible, then the only thing left to do is for a function in my java script to repeatedly make API calls to Pure Cloud to check if I have picked up the call. If the answer is yes, then there should be an Pure Cloud API to get the phone number of the picked call. Once my java script gets the phone number, it call call another CRM java script function passing in the phone number.

Do you agree ?

Would you know the following ?

a. How to include the Java Script SDK in my JSP page ?

b. What API to call to find if I have picked up the phone ?

b. What API to call to retrieve the phone number of the picked call ?

tim.smith | 2018-05-11 16:41:02 UTC | #4

When you say Javascript SDK, do you mean a java script library written by Pure Cloud to invoke Pure Cloud APIs ?

Yes, I linked to it above.

There is no way for Pure Cloud to invoke a java script function sitting in my CRM browser on it's own.

No. We can't arbitrarily execute JavaScript on other people's websites without you writing some kind of integration. Executing code on another website without its consent is considered a cross site scripting attack.

a function in my java script to repeatedly make API calls to Pure Cloud to check if I have picked up the call.

Polling is generally frowned upon. See the notifications information I linked above.

How to include the Java Script SDK in my JSP page?

Please refer to the SDK documentation.

What API to call to find if I have picked up the phone ?

Conversation notifications will give you the state of the conversation when it changes. This is the preferred method so there is no delay in your app. If you must make an API call, you can use the Conversations APIs.

What API to call to retrieve the phone number of the picked call ?

Same answer as above. It's in the conversation data.

system | 2018-06-11 16:41:04 UTC | #5

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