This procedure requires administrative access to OpenMethods Experience Cloud and Genesys PureCloud.
Obtain the OpenMethods Experience Cloud API Key by following the steps laid out in Obtaining OpenMethods Token
Log in to Genesys PureCloud and select Collaborate / Communicate
Navigate to the Admin screen by clicking Admin in the top bar (highlighted in red)
Creating the Screenpop Script
Log in to Genesys PureCloud and select Collaborate/Communicate
Navigate to the Admin screen by clicking Admin in the top bar (highlighted in red)
Find the Contact Center section of the Admin screen and click Scripts (highlighted in red) to list current scripts
Click the Create button to create a new script. This will script creation process.
Give this script a name to indicate it’s purpose, such as OpenMethods ScreenPop. Make sure the Blank Script template is selected and click the Create button to open the script editor
Open the Actions tab of the tool box panel on the right side of the screen
Click the “+” button to the right of Actions to add a new custom action to the script and bring up the Action editor screen
Provide the action with a name, for example “Call Connect API” and click the Add Step button to add a step to the custom action
Click the downward pointed arrow next to Scripter to expand the section
Scroll down in the popup panel and click Open URL from the list to add the step to the action editor screen
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
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?
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
Add the event parameter to the url with “On+Answer” as the value (Don’t forget to put the ‘&' in front of 'event’
Add the agentId parameter to the url. The value will be added in the next steps
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
Scroll down to and select Scripter.Agent Email from the list to automatically add the value to the url field
Add the ANI parameter to the url. The value will be added in the next steps
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 ANI
parameter or the value will be put in the wrong place
Scroll down to and select Scripter.Agent Email from the list to automatically add the value to the url field
Click the Save button to save the custom action
Click the Script menu button at the top of the script editor page to bring up the Script menu
Select the Script Properties menu item to bring up the Script Properties panel on the right side of the script editor
Click on Inbound to expand the options for Inbound calls
Click the Disabled slider to enable this script for inbound calls
Click the Script menu button again to bring up the script menu
Click the Save menu option to save the script
A notification will display in the upper right corner of the script editor to indicate the script was saved
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
As with Save, a notification will be displayed when the script has finished being published
Log out of the PureCloud application
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