alialjohani | 2018-09-12 13:34:29 UTC | #1
Dears,
Our customer would like the notes, which are created in wrapup code, to be displayed next time the caller would call.
In other words, is there a way to show all the notes in scripts? Will this be only based on Scripts? Or I have to use Data Action to fetch all the notes, then display such as last three notes?
Best Regards, Ali
alialjohani | 2018-09-12 20:14:13 UTC | #2
Hello,
This is the error I got when I call Genesys API from PureCloud Web Service Data Action:
{ "status": 401, "code": "authentication.required", "message": "No authentication bearer token specified in authorization header.", "messageParams": {}, "contextId": "84e13e53-c5f1-4860-ad56-8c4fe45720f0", "details": [], "errors": [ { "status": 401, "code": "AUTHENTICATION_REQUIRED", "message": "REST call for action execute failed. Message:Request to backend service failed. Response from web service: {\"status\":401,\"code\":\"authentication.required\",\"message\":\"No authentication bearer token specified in authorization header.\"} [84e13e53-c5f1-4860-ad56-8c4fe45720f0]", "messageParams": {}, "details": [], "errors": [] } ] }
show/hide Operations
- Validate request body contains simple json (key-value pairs)
- Validate draft definition
- Validate request body against input schema
- Perform authentication
- Resolve request URL template
- Resolve request header templates
- Resolve request body template
- Execute
{ "status": 401, "code": "authentication.required", "message": "No authentication bearer token specified in authorization header.", "messageParams": {}, "contextId": "84e13e53-c5f1-4860-ad56-8c4fe45720f0", "details": [], "errors": [ { "status": 401, "code": "AUTHENTICATION_REQUIRED", "message": "REST call for action execute failed. Message:Request to backend service failed. Response from web service: {\"status\":401,\"code\":\"authentication.required\",\"message\":\"No authentication bearer token specified in authorization header.\"} [84e13e53-c5f1-4860-ad56-8c4fe45720f0]", "messageParams": {}, "details": [], "errors": [] } ] }
Jason_Mathison | 2018-09-13 15:45:22 UTC | #3
alialjohani, post:2, topic:3538
This is the error I got when I call Genesys API from PureCloud Web Service Data Action:
This is not a PureCloud Data Action, it is a Custom Data Action. You can export this action and import it into a new or existing PureCloud Data Action Integration.
anon39326996 | 2018-09-13 16:03:33 UTC | #4
Keep in mind there are two types of notes: external contacts notes for each specific contact and then interaction-specific notes for each interaction. The API is different depending on which notes you want to display. However, both types of notes should be displayed for the agent in the default PureCloud UI automatically without any extra effort.
alialjohani | 2018-09-14 17:12:31 UTC | #5
Dear Jason,
Thank you for the feedback. I already tried with custom data action. My issue precisely appears with the authentication. Is there any example for custom data action that consumes Genesys APIs?
Thank you for all the support and help, Best Regards, Ali
alialjohani | 2018-09-14 17:22:45 UTC | #6
Dear Lucie,
Thank for the feedback.
My customer requires that the interaction-specific notes are displayed in the popup screen/ scripts directly when the pre-defined caller reach the agents.
I already know that these notes can be shown under "Directory/External Contacts", but is there a way to make them appear directly with the caller profile beside the script?
On other hand, for this objective, I thought if I can use custom data action to retrive all interaction-specific notes that are related to the caller, and show them in the script, that can satisfy the customer.
However, I start to face some difficulties to use custom data action in order to consume Genesys API, since it is based on special types of authorizations. What is the best authority type should I use with custom data action for consuming Genesys APIs? Are there any examples for custom data actions with Genesys APIs?
Thank you for all the support and help you provide in the community. Best Regards, Ali
tim.smith | 2018-09-14 18:32:56 UTC | #7
You can retrieve wrap up notes via the wrapUpNote property on the agent segment in the results from an analytics conversation detail query.
The process for authorizing data actions for PureCloud APIs is covered in the documentation: https://help.mypurecloud.com/articles/about-purecloud-data-actions-integration/
Jason_Mathison | 2018-09-19 11:47:49 UTC | #8
alialjohani, post:5, topic:3538
Thank you for the feedback. I already tried with custom data action. My issue precisely appears with the authentication. Is there any example for custom data action that consumes Genesys APIs?
We have a specific "PureCloud Data Action" integration type that takes care of the authentication for you. It would be possible to do the same thing with a custom data action with the custom authentication type of credential, but there is probably no reason for you to do so.
alialjohani | 2018-09-20 06:32:03 UTC | #9
Dear Tim,
Thank you for the feedback.
Best Regards,
alialjohani | 2018-09-20 06:39:16 UTC | #10
Dear Jason,
Thank you for feedback.
I have tried both ways. Using "PureCloud Data Action" is straightforward. However, with custom data action with custom authentication type, it could not be success.
Best Regards, Ali
Jason_Mathison | 2018-09-20 14:05:37 UTC | #11
What is the problem that you are trying to solve by connecting to PureCloud with a custom data action?
system | 2018-10-21 14:05:38 UTC | #12
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