rickywck | 2020-04-30 02:12:21 UTC | #1
I am new to PureCloud Development and want to ask some "stupid" question. Can I customise standard PureCloud UI? I notice that there is a Client App SDK which I can use to create new Web application and "hook" it up the agent desktop.
However, let's say if I want to customise the standard wrap-up call UI in PureCloud to add some new functionality (e.g. default wrap up code with some pre-defined business rules, add custom fields in the wrap up call UI), is it something doable? Or I need to create a new UI to replace existing functionality?
Jerome.Saint-Marc | 2020-04-30 11:35:58 UTC | #2
Hello,
No, you cannot customize the standard wrap-up call UI in PureCloud.
There are specific places where it is possible to embed a custom client/UI.
It is possible to add a Custom Client Application which can appear in one of 2 places (based on the configured mode: widget or standalone). You can see in the following page where these 2 places are and what to do to setup a Custom Client Application: https://help.mypurecloud.com/articles/set-custom-client-application-integration/
You could also include a WebPage component in a Script (Script displayed to the agent). See here for info on scripting: https://help.mypurecloud.com/articles/about-scripting/ And on the Script available components (including WebPage): https://help.mypurecloud.com/articles/script-components/
There is a fourth place, not released yet but in the roadmap, to provide a way to display a custom client in a PureCloud conversation window (but still not allowing to customizing the standard wrap-up call zone).
You can also have your own custom UI (leveraging our Platform API) reside in a different tab or page or client application.
In order to integrate this custom client/UI with PureCloud, the API that matters is the Platform API. The ClientApp SDK is something that provides limited capability to interact with the PureCloud org and the user/agent's conversations/interactions. The Platform API is a REST based API that you can invoke via raw http request. We also provide some wrappers/SDKs for different coding languages. Available API methods: https://developer.mypurecloud.com/api/rest/v2/ Available SDKs (for Platform API): https://developer.mypurecloud.com/api/rest/client-libraries/
The Platform API gives access to the same method/capabilities an agent has. When you create a custom client App (or webpage in Scripting), the application can "inherit" credentials from the user who is logged in the PureCloud client. You can then leverage the Platform API methods you want (the ones the user/agent has permission to access). The user/agent will not be prompted to enter his PureCloud username and password (the authentication process will happen kind of "transparently" from a UI perspective).
Regards,
rickywck | 2020-04-30 12:11:31 UTC | #3
Thanks for reply. If I have to override some existing functionality in PureCloud but not adding functionality, again, using the wrap up call function as an example - i want to have a more "powerful" and "intelligent" wrap up function, what i should do is to create a new custom UI and invoke it when agent finishing the call, right? In such case, can we "disable" the default wrap up UI then?
Jerome.Saint-Marc | 2020-04-30 13:53:20 UTC | #4
"what i should do is to create a new custom UI and invoke it when agent finishing the call" It is not really about invoking. Your application (if your choose Custom Client Application) would run "in parallel". The App can leverage the Platform API to listen for notifications/events - and display a UI for wrap-up when it receives a notification that a call was terminated (with no wrap-up code/disposition set - it is also propagated via an event)
"can we "disable" the default wrap up UI then" No, you can't.
system | 2020-05-31 13:53:24 UTC | #5
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