2. Navigate to the Admin screen by clicking Admin in the top bar (highlighted in red)

3. Find the Contact Center section of the Admin screen and click Scripts (highlighted in red) to list current scripts

4. Click the Create button to create a new script. This will start script creation process

5. Give this script a name to indicate it’s purpose, such as OM Email ScreenPop. Make sure the Blank Script template is selected and click the Create button to open the script editor

6. Open the Actions tab of the tool box panel on the right side of the screen

7. Click the “+” button to the right of Actions to add a new custom action to the script and bring up the Action editor screen

8. Provide the action with a name, for example “Call OpenConnect API” and click the Add Step button to add a step to the custom action

9. Click the downward pointed arrow next to Scripter to expand the section

10. Scroll down in the popup panel and click Open URL from the list to add the step to the action editor screen

11. In the Open URL step section of the action editor screen, enable Open in New Window and change the default width and height of the window to something small. In the example we use 50x50. This window will automatically close as part of the screen pop process

12. Add the base Connect API url into the URL text area (including the '?' at the end)

North America: https://connect.openmethodscloud.com/api/sendmessage/bc/CTI?
Europe/GDPR: https://connect.gdpr.openmethodscloud.com/api/sendmessage/bc/CTI?

13. Add the jwt parameter to the url with the API Key obtained during the first step as the value. Keep in mind your API Key will be very long

14. Add the event parameter to the url with “Email+Accept” as the value (Don’t forget to put the ‘&' in front of 'event’

15. Add the agentId parameter to the url. The value will be added in the next steps

16. Click on the Insert Variable button above the text area to bring up the variable selection popup panel. Make sure the text cursor is located after the '=' for the agentId parameter or the value will be put in the wrong place

17. Scroll down to and select Scripter.Agent Email from the list to automatically add the value to the url field

18. Add the mediaType parameter to the url with “Email” as the value (Don’t forget to put the ‘&' in front of 'mediaType’

19. Click the '+' sign in the right panel to add a custom variable to the script

20. Click ‘String’ under Basic Types

21. Give the variable a name like ‘rnIncidentId’. Enable the Input slider. Click Apply to create the variable.

22. Add the rnIncidentId parameter to the url. The value will be added in the next steps

23. Click on the Insert Variable button above the text area to bring up the variable selection popup panel. Make sure the text cursor is located after the '=' for the rnIncidentId parameter or the value will be put in the wrong place

24. Scroll down to and select rnIncidentId from the list to automatically add the value to the url field

25. Click the Save button to save the custom action

26. Click the Script menu button at the top of the script editor page to bring up the Script menu

27. Select the Script Properties menu item to bring up the Script Properties panel on the right side of the script editor

28. Click on Email to expand the options for inbound emails

29. Click the slider to enable this script for emails

30. Click the page icon at the bottom of the editor to open the main script properties panel on the right side of the editor

31. Click the Page Load Action to bring up the action selection panel

32. Click the Custom drop-down to expand the custom section

33. Click the ‘Call OpenConnect API’ action

34. Click the Select button to select the action

35. Click the Script menu button again to bring up the script menu

36. Click the Save menu option to save the script

37. A notification will display in the upper right corner of the script editor to indicate the script was saved

38. Click the Script menu button again to open the script menu and click Publish to publish the script to make it available for use in call flows

39. As with Save, a notification will be displayed when the script has finished being published

40. Log out of the PureCloud application

1. Log in to PureCloud as an administrator and click Architect to open the PureCloud Architect application

2. Hover over the workflow selector in the upper left corner and select Inbound Email from the pop-up menu

3. Click ‘+ Add’ to create a new workflow

4. Give the workflow a name and click ‘Create Flow’

5. Click ‘Data’ in the left-hand navigation

6. Enter ‘rnIncidentId’ and click ‘Create’ to add a variable to hold the incident id

7. Click ‘Initial State’ in the left-hand navigation to return to the design canvas

8. Click the data icon to bring up the pop-up menu. Drag and drop the Get Participant Data action onto the Start block in the designer canvas

9. Put ‘rnIncidentId’ into the Attribute Name field. Put ‘Flow.rnIncidentId’ into the Variable to Assign field

10. Hover over the flow icon to bring up the pop-up menu. Drag and drop the Set Screen Pop action onto the arrow between the Get Participant Data and Disconnect blocks in the designer canvas

11. Click the script selection drop-down, and select the script created in the last section

12. Click the type selector and click on Expression

13. Enter ‘Flow.rnIncidentId’ into the rnIncidentId field

14. Click Save to save the workflow

15. Click Publish to publish the workflow

1. Log in to Genesys PureCloud and select Collaborate / Communicate

2. Navigate to the Admin screen by clicking Admin in the top bar (highlighted in red)

3. Click “Integrations” in the Integrations section

4. Click “+ Integrations” to add a new integration

5. Scroll down and find “Web Services Data Actions” and click install

6. Enable the integration by clicking the “Inactive” slider

7. Confirm the activation by clicking “Yes”

8. Save the changes to the integration by clicking “Save”

1. Log in to Genesys PureCloud and select Collaborate / Communicate

2. Navigate to the Admin screen by clicking Admin in the top bar (highlighted in red)

3. Click “Actions” under the Integrations section

4. Click “Add Action”

5. Select the integration created in the previous section

6. Provide a name for the new action and click “Add”

7. Click “Setup” to configure the action

8. Switch to the JSON view for both Input Contract and Output Contract

9. Copy and paste the text below into the Input Contract text area

{
  "type": "object",
  "properties": {
    "jwt": {
      "type": "string"
    },
    "ANI": {
      "type": "string"
    },
    "agentId": {
      "type": "string"
    },
    "event": {
      "type": "string"
    }
  },
  "required": ["jwt", "ANI", "agentId", "event"]
}

10. Copy and paste the text below into the Output Contract text area

{
  "type": "object",
  "properties": {
    "result": {
      "type": "string"
    },
    "message": {
      "type": "string"
    }
  }
}

11. Click “Configuration”

12. Click “GET” to open the context menu and select “POST”

13. Fill out the request url depending on your location
    North America: https://connect.openmethodscloud.com/api/sendmessage/CTI
    Europe/GDPR: https://connect.gdpr.openmethodscloud.com/api/sendmessage/CTI

14. Copy and paste the text below into the Request Body Template text area

{
  "jwt": "${input.jwt}",
  "agentId": "${input.agentId}",
  "event": "${input.event}",
  "ANI": "${input.ANI}"
}

15. Click “Save & Publish”

16. Confirm the publish request by clicking “Yes”

1. Log in to PureCloud as an administrator and click Architect to open the PureCloud Architect application

2. Change the flow type by clicking Flows: Inbound Call and selecting Workflow

3. Click “Add” to create a new workflow

4. Provide a name for the new workflow and click “Create Flow”

5. Click the Data item of the Resources section in the left-hand navigation panel

6. Enter “userId” into the variable name field and click “Create”

7. Click “Flow.userId” to open the edit dialog box

8. Enable the “Input to flow” checkbox and click “Save”

9. Click “Initial State” item of the Starting State section in the left-hand navigation panel

10. Click the Binoculars icon to open the sub menu. Click and drag the Find User by ID action onto the start block in the workflow canvas

11. Enter ‘Flow.userId’ into the User ID field. Enter Flow.user into the User Result field

12. Click the Database icon to open the sub menu. Click and drag the Call Data Action onto the Found path below the Find User by ID block in the workflow canvas

13. Give the action a name

14. Select “Web Services Data Action” from the Category drop-down

15. Select “OpenMethods OpenConnect” (or the name you chose) from the Data Action drop-down

16. Provide your company’s JWT (this was obtained at the top of this guide

17. Click the page icon next to the ANI field and select “Expression” from the context menu

18. Leave the ““ as the value

19. Click the page icon next to the agentId field and select “Expression” from the context menu

20. Enter “Flow.user.username” into the agentId field

21. Enter “Email Close” into the event field

22. Any additional steps for error handling is an exercise for the reader

23. Click Save to save the workflow

24. Click Publish to publish the workflow

1. Log in to Genesys PureCloud and select Collaborate / Communicate

2. Navigate to the Admin screen by clicking Admin in the top bar (highlighted in red)

3. Click the Triggers link under Architect

4. Click Add Trigger

5. Give the trigger a name and description. Click Add to create the trigger

6. Select 'v2.detail.events.conversation.{id}.user.end from the Topic Name drop-down

7. Select OpenMethods Email Close from the Workflow Target drop-down

8. Click Add Condition to filter when the trigger is fired

9. Enter ‘mediaType’ into the JSON Path field. Select Equals (==) from the Operator drop-down. Enter ‘'EMAIL'’ into the Value field

10. Click Create to finish creating the trigger