Hi all,

I'm currently trying to pop our crm when a call gets connected from a script. We have an internal group who receives calls from people in both outbound and inbound queues. They are not set to auto answer. I'm wanting to pop the page with the customer information, but only after the agents have clicked answer. 

My current approach is to have a custom action with a delay that calls itself if the call's state isn't connect until the alerting timeout value. Each pass it checks calls a data action for GET /api/v2/conversations/calls/{conversationId} that gets the last participant in the translation map. While this is working in testing, I'm worried there are scenarios where the above approach may fail since I'm not actually checking for the specific participant but assuming it's the last one. 

Does anyone have a better approach for this use case?

Thanks,
Eric

The screen pop mechanism is on alert.  What you could do is have a page pop that says Begin or Get Info and then change the page to one that has the information.  Not sure we can change the timing behavior.   The only other option would be a custom action on page load that calls an API that has a specific timeout before replying and then change the page.  The user would see what is on the start page and then they would see the populated page.  You could build logic into it to check the current participant and if not the current agent, don't show that second page.  

Hi all,

I'm currently trying to pop our crm when a call gets connected from a script. We have an internal group who receives calls from people in both outbound and inbound queues. They are not set to auto answer. I'm wanting to pop the page with the customer information, but only after the agents have clicked answer. 

My current approach is to have a custom action with a delay that calls itself if the call's state isn't connect until the alerting timeout value. Each pass it checks calls a data action for GET /api/v2/conversations/calls/{conversationId} that gets the last participant in the translation map. While this is working in testing, I'm worried there are scenarios where the above approach may fail since I'm not actually checking for the specific participant but assuming it's the last one. 

Does anyone have a better approach for this use case?

Thanks,
Eric

Hi all,

I'm currently trying to pop our crm when a call gets connected from a script. We have an internal group who receives calls from people in both outbound and inbound queues. They are not set to auto answer. I'm wanting to pop the page with the customer information, but only after the agents have clicked answer. 

My current approach is to have a custom action with a delay that calls itself if the call's state isn't connect until the alerting timeout value. Each pass it checks calls a data action for GET /api/v2/conversations/calls/{conversationId} that gets the last participant in the translation map. While this is working in testing, I'm worried there are scenarios where the above approach may fail since I'm not actually checking for the specific participant but assuming it's the last one. 

Does anyone have a better approach for this use case?

Thanks,
Eric

Hi Eric

Why don't you use built in script variable {{Scripter.Interaction State}} to determine the call state? 

Hi all,

I'm currently trying to pop our crm when a call gets connected from a script. We have an internal group who receives calls from people in both outbound and inbound queues. They are not set to auto answer. I'm wanting to pop the page with the customer information, but only after the agents have clicked answer. 

My current approach is to have a custom action with a delay that calls itself if the call's state isn't connect until the alerting timeout value. Each pass it checks calls a data action for GET /api/v2/conversations/calls/{conversationId} that gets the last participant in the translation map. While this is working in testing, I'm worried there are scenarios where the above approach may fail since I'm not actually checking for the specific participant but assuming it's the last one. 

Does anyone have a better approach for this use case?

Thanks,
Eric

Thanks, Muhammad. I'll give that a shot.

Hi Eric

Why don't you use built in script variable {{Scripter.Interaction State}} to determine the call state? 

Hi all,

I'm currently trying to pop our crm when a call gets connected from a script. We have an internal group who receives calls from people in both outbound and inbound queues. They are not set to auto answer. I'm wanting to pop the page with the customer information, but only after the agents have clicked answer. 

My current approach is to have a custom action with a delay that calls itself if the call's state isn't connect until the alerting timeout value. Each pass it checks calls a data action for GET /api/v2/conversations/calls/{conversationId} that gets the last participant in the translation map. While this is working in testing, I'm worried there are scenarios where the above approach may fail since I'm not actually checking for the specific participant but assuming it's the last one. 

Does anyone have a better approach for this use case?

Thanks,
Eric