Genesys Cloud - Main

Hi,

In sreen Pop script, is there a way to open an Url only if the agent pick up the call ?

WIth our script, an Url is opened in another tab of the browser. The problem is that the Agent loose the focus of the PureCloud tab to answer the call.

To avoid this we put a delay before opening ths Url but it is not optimal, we would prefer to open the URL only if the Agent answer the call.

Regards
#ArchitectureandDesign

------------------------------
Christophe Perrigueux
AXA Juridica
------------------------------

Hi Christophe,

Scripts are triggered on alerting, not answer, so there is no easy way I have seen to pop a URL on answer. Maybe something has changed recently, but I doubt it.

You could potentially embed a frame with an app that uses the implicit grant that checks for an active interaction or listens for the answer and then attempt to trigger a pop from there, but I don't know if that would work.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC
------------------------------

Original Message:
Sent: 06-10-2020 04:58
From: Christophe Perrigueux
Subject: screen pop script: Open Url

Hi,

In sreen Pop script, is there a way to open an Url only if the agent pick up the call ?

WIth our script, an Url is opened in another tab of the browser. The problem is that the Agent loose the focus of the PureCloud tab to answer the call.

To avoid this we put a delay before opening ths Url but it is not optimal, we would prefer to open the URL only if the Agent answer the call.

Regards
#ArchitectureandDesign

------------------------------
Christophe Perrigueux
AXA Juridica
------------------------------

Some ideas here:

https://community.genesys.com/digestviewer29/viewthread?MessageKey=8d1de3a1-ee2e-479a-8299-d106ebe7934f&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer#bm8d1de3a1-ee2e-479a-8299-d106ebe7934f

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 06-10-2020 10:30
From: Daniel McLeod
Subject: screen pop script: Open Url

Hi Christophe,

Scripts are triggered on alerting, not answer, so there is no easy way I have seen to pop a URL on answer. Maybe something has changed recently, but I doubt it.

You could potentially embed a frame with an app that uses the implicit grant that checks for an active interaction or listens for the answer and then attempt to trigger a pop from there, but I don't know if that would work.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 06-10-2020 04:58
From: Christophe Perrigueux
Subject: screen pop script: Open Url

Hi,

In sreen Pop script, is there a way to open an Url only if the agent pick up the call ?

WIth our script, an Url is opened in another tab of the browser. The problem is that the Agent loose the focus of the PureCloud tab to answer the call.

To avoid this we put a delay before opening ths Url but it is not optimal, we would prefer to open the URL only if the Agent answer the call.

Regards
#ArchitectureandDesign

------------------------------
Christophe Perrigueux
AXA Juridica
------------------------------

Thanks a lot George for the idea

Unfortunately it doesn't work for me, but I found a workaround that is working fine.

I assume that the script stop running if the script area is not displayed on the PureCloud screen (if the Agent doesn't answer the call) and so I have an script error alert. The delay shouldn't exceed the alerting time to able the script run to the end (8 seconds for our system).
In your proposition, the "if" condition is runing at the begining of the action so the result is always Disconnected.
To avoid this, i begin the script with a delay (7 seconds) to let the time to the agent to answer.
After I put the "If" condition to verify the connection and open the link if connected or displayed an Alert (call not answered) if not.









------------------------------
Christophe Perrigueux
AXA Juridica
------------------------------

Original Message:
Sent: 06-10-2020 10:49
From: George Ganahl
Subject: screen pop script: Open Url

Some ideas here:

https://community.genesys.com/digestviewer29/viewthread?MessageKey=8d1de3a1-ee2e-479a-8299-d106ebe7934f&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer#bm8d1de3a1-ee2e-479a-8299-d106ebe7934f

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 06-10-2020 10:30
From: Daniel McLeod
Subject: screen pop script: Open Url

Hi Christophe,

Scripts are triggered on alerting, not answer, so there is no easy way I have seen to pop a URL on answer. Maybe something has changed recently, but I doubt it.

You could potentially embed a frame with an app that uses the implicit grant that checks for an active interaction or listens for the answer and then attempt to trigger a pop from there, but I don't know if that would work.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 06-10-2020 04:58
From: Christophe Perrigueux
Subject: screen pop script: Open Url

Hi,

In sreen Pop script, is there a way to open an Url only if the agent pick up the call ?

WIth our script, an Url is opened in another tab of the browser. The problem is that the Agent loose the focus of the PureCloud tab to answer the call.

To avoid this we put a delay before opening ths Url but it is not optimal, we would prefer to open the URL only if the Agent answer the call.

Regards
#ArchitectureandDesign

------------------------------
Christophe Perrigueux
AXA Juridica
------------------------------

Yeah, that older thread doesn't have the complete solution I worked out with a developer later, which included looping the connection check. Sorry. I didn't have time to dig out all the old details.

I'm glad you found something that works.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 06-10-2020 12:37
From: Christophe Perrigueux
Subject: screen pop script: Open Url

Thanks a lot George for the idea

Unfortunately it doesn't work for me, but I found a workaround that is working fine.

I assume that the script stop running if the script area is not displayed on the PureCloud screen (if the Agent doesn't answer the call) and so I have an script error alert. The delay shouldn't exceed the alerting time to able the script run to the end (8 seconds for our system).
In your proposition, the "if" condition is runing at the begining of the action so the result is always Disconnected.
To avoid this, i begin the script with a delay (7 seconds) to let the time to the agent to answer.
After I put the "If" condition to verify the connection and open the link if connected or displayed an Alert (call not answered) if not.

------------------------------
Christophe Perrigueux
AXA Juridica

Original Message:
Sent: 06-10-2020 10:49
From: George Ganahl
Subject: screen pop script: Open Url

Some ideas here:

https://community.genesys.com/digestviewer29/viewthread?MessageKey=8d1de3a1-ee2e-479a-8299-d106ebe7934f&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer#bm8d1de3a1-ee2e-479a-8299-d106ebe7934f

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 06-10-2020 10:30
From: Daniel McLeod
Subject: screen pop script: Open Url

Hi Christophe,

Scripts are triggered on alerting, not answer, so there is no easy way I have seen to pop a URL on answer. Maybe something has changed recently, but I doubt it.

You could potentially embed a frame with an app that uses the implicit grant that checks for an active interaction or listens for the answer and then attempt to trigger a pop from there, but I don't know if that would work.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 06-10-2020 04:58
From: Christophe Perrigueux
Subject: screen pop script: Open Url

Hi,

In sreen Pop script, is there a way to open an Url only if the agent pick up the call ?

WIth our script, an Url is opened in another tab of the browser. The problem is that the Agent loose the focus of the PureCloud tab to answer the call.

To avoid this we put a delay before opening ths Url but it is not optimal, we would prefer to open the URL only if the Agent answer the call.

Regards
#ArchitectureandDesign

------------------------------
Christophe Perrigueux
AXA Juridica
------------------------------