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