scripter | 2019-01-11 08:57:19 UTC | #1
hello, i did everything as indicated in the lesson https://help.mypurecloud.com/articles/advanced-lesson-create-a-screen-pop-script-and-add-it-to-a-call-flow/ so when i start a call it starts this inbound call flow and i hear voice message but after that it failed and screen pop doesn't appear. even if i create a simple inbound call flow which just initiates screen pop - it doesn't work for me. Any suggestions that I could set up wrong? thank you)
tim.smith | 2019-01-11 15:03:39 UTC | #2
scripter, post:1, topic:4332
i hear voice message but after that it failed
Can you be more descriptive? What failed? What error did you see/hear?
scripter | 2019-01-11 15:49:10 UTC | #3
for example: this task is running after i click certain button as ivr response. Screen pop doesn't appear but i hear the next audio message
tim.smith | 2019-01-11 15:57:54 UTC | #4
Are you expecting a screen to pop up somewhere before the "thank you" audio plays? If so, that's not what a screen pop is. The pop happens when the conversation is assigned to an agent. Based on your flow, you're disconnecting the call instead of routing it to an agent.
scripter | 2019-01-11 16:44:27 UTC | #5
Tim, you were right, the conversation need to be assigned to an agent. Thank you for your help!!!
scripter | 2019-02-09 20:26:33 UTC | #6
I have one more question: how and where can I configure the screen pop to appear after the call is answered by agent? the current screen opens in a new tab during the ringing.
thank you)
tim.smith | 2019-02-11 17:11:02 UTC | #7
Scripting isn't event driven, so you can't trigger something based on a conversation's state change. You have three options:
- Leave it the way it is now (pops when the script is loaded, when the conversation is assigned) and request an enhancement at https://purecloud.ideas.aha.io/ideas
- Instead of triggering the pop as a page load action, put a button in the script for the agent to press when the call is connected. The button will trigger the action to pop the page.
- Use a custom application to pop the page. This could be a web page that you iframe into the script or some external app. Either way, the app will need to listen to the user's conversation notifications and determine when the conversation was connected and do the pop then.
system | 2019-03-14 17:15:33 UTC | #8
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