This procedure applies to both Express and Enterprise editions and requires administrative access to OpenMethods Experience Cloud and Cisco Administrator.
Obtain the OpenMethods Experience Cloud API Key by following the steps laid out in Obtaining OpenMethods TokenAdd PopURL Action in inbound call script
Navigating to Finesse Workflow Administration
Log into the Cisco Unified UCCX/E Administration portal
Click the navigation drop down located in the upper right-hand corner of the admin portal. Select Cisco Finesse Administration from the list and click Go to bring up a new browser tab with the Finesse admin portal
Log into the Finesse Administration portal
Locate the Workflows button on the left-hand navigation panel and click on it to bring up the Workflows management screen
OpenMethods On Answer Screenpop
Add
OpenMethods PopflowOn Answer Workflow Action
Click the New button in the Manage Workflow Actions section of the Workflow management screen to expand the New Action section
Give the action a name. In this example we use “Popflow On Answer”
Change the action Type from Browser Pop to Http Request. This changes the options available to the action
Change the action Location from Finesse to Other to allow sending the the request to the OpenMethods Cloud servers
Change the action Content Type to “application/json”
Add the base Connect API url into the URL text field
North America: https://connect.openmethodscloud.com/api/sendmessage/CTI
Europe/GDPR: https://connect.gdpr.openmethodscloud.com/api/sendmessage/CTI
In this example we use North America
Add the body template to the action Body text area
Code Block { "agentId": "<agent_id>", "event": "On Answer", "ANI": "<ANI>", "jwt": "<jwt>" }
Delete the <agent_id> placeholder from the action Body text area
With the cursor still between the quotation marks, click on the insert variable button located to the left of the Body text area to bring up the Insert Variable UI. Select loginId from the list of variables and click OK
Delete the <ANI> placeholder from the action Body text area
With the cursor still between the quotation marks, click on the insert variable button located to the left of the Body text area to bring up the Insert Variable UI. Select loginId from the list of variables and click OK. In our example we use callVariable1
Delete the <jwt> placeholder from the Body text area and replace it with the token obtained at the start of this process. The full token text must be contained in the quotation marks
Click the Save button to finish creating the workflow action
Create Workflow
Click the New button in the Manage Workflows section of the Workflow management screen to expand the New Workflow section
Change Choose Media to Voice
Give the workflow a name. We use “OpenMethods ScreenPop” for this example
Select “When a Call is Answered” from the When to perform Actions
Click the Add button to open the Add Action UI
Click the Popflow On Answer action that was created earlier to add it to this workflow. Click the X button to close the Add Action UI window
Click the Save button to complete the new workflow
OpenMethods On End Screenpop
Add On End Workflow Action
Click the New button in the Manage Workflow Actions section of the Workflow management screen to expand the New Action section
Give the action a name. In this example we use “Popflow On End”
Change the action Type from Browser Pop to Http Request. This changes the options available to the action
Change the action Location from Finesse to Other to allow sending the the request to the OpenMethods Cloud servers
Change the action Content Type to “application/json”
Add the base Connect API url into the URL text field
North America: https://connect.openmethodscloud.com/api/sendmessage/CTI
Europe/GDPR: https://connect.gdpr.openmethodscloud.com/api/sendmessage/CTI
In this example we use North America
Add the body template to the action Body text area
Code Block { "agentId": "<agent_id>", "event": "On End", "ANI": "<ANI>", "jwt": "<jwt>" }
Delete the <agent_id> placeholder from the action Body text area
With the cursor still between the quotation marks, click on the insert variable button located to the left of the Body text area to bring up the Insert Variable UI. Select loginId from the list of variables and click OK
Delete the <ANI> placeholder from the action Body text area
With the cursor still between the quotation marks, click on the insert variable button located to the left of the Body text area to bring up the Insert Variable UI. Select the appropriate variable from the list of variables and click OK. In our example we use callVariable1
Delete the <jwt> placeholder from the Body text area and replace it with the token obtained at the start of this process. The full token text must be contained in the quotation marks
Click the Save button to finish creating the workflow action
Create Workflow
Click the New button in the Manage Workflows section of the Workflow management screen to expand the New Workflow section
Change Choose Media to Voice
Give the workflow a name. We use “OpenMethods ScreenPop” for this example
Select “When a Call ends” from the When to perform Actions
Click the Add button to open the Add Action UI
Click the Popflow On Answer action that was created earlier to add it to this workflow. Click the X button to close the Add Action UI window
Click the Save button to complete the new workflow
Associate Workflow with Team
Navigate to the Team Resources screen by clicking the Team Resources button on the left-hand navigation bar
Select the team the workflow will be associated with to expand the team settings area
Click on the Workflows tabs of the team settings area to show the current workflow associations
Click the Add button to bring up the Workflow Selection UI
Click the workflow you created from the Workflow Selection UI to add it to the list of associated workflows. Once added, click the X button to close the Workflow Selection UI
Click Save to finish associating the workflow with the team