InContact Central & Hub

Owned by Trip Gilman
Last updated: Oct 29, 2024
5 min read

 

 

 

 

InContact Central & Hub require a slightly different method of creating Agents in Config Server. Instead putting the username of the agent in the Config Server Username field, you need to put the InContact User ID (which is a number) in the Username field for Popflow only to correctly identify the agent to receive the screen pop.

This procedure requires administrative access to OpenMethods Experience Cloud and InContact.

  1. Obtain the OpenMethods Experience Cloud API Key by following the steps laid out in Obtaining OpenMethods Token

  2. Add PopURL Action in inbound call script

On Answer Screenpop

Add PopURL Action

Screenpops in InContact are performed by actions in scripts managed by the Desktop Studio application. We will be adding the actions necessary to invoke an OpenMethods screenpop into an existing script.

  1. Log into the Nice InContact Desktop Studio application

  1. Click the Open button on the menu bar to open the Open Script dialog window

  1. Locate the script for inbound voice calls in the list of existing scripts and select it. Click the Select button to open the script for editing

Once the script is open, inspect the script to see if the On Answer event block is already present. It will look like:

If it is already part of the script, you can skip to step 7

  1. In the Tools panel on the right side of the application, locate and click Events to expand the category section

  1. Single click the Onanswer action in the tools panel. This will place the action on your cursor for the next step

  1. Move your cursor to the main canvas area of the script and single click to place the Onanswer action onto the canvas

  1. In the Tools panel on the right side of the application, locate and click Advanced to expand the category section

  1. Single click the PopURL action in the tools panel. This will place the action on your cursor for the next step

  1. Move your cursor to the main canvas area of the script near the Onanswer action and single click to place the PopURL action onto the canvas

  1. Hover your cursor over the Onanswer action until the small grey button with the arrow appears in the bottom right corner

  1. Click the small grey arrow button and drag the connector to the PopURL action to link them together

If there was already an Onanswer action with existing linked behavior, you will need to connect the Onanswer and PopURL actions as shown and then connect the the PopURL action to the existing behavior

  1. Click the PopURL action to select it

  1. At the bottom of the right hand panel where we have been selecting actions, click the Properties tab to open the Action Properties panel

This can also be viewed by right-clicking on the action. However, we will be switching to other applications and the context version will disappear and need to be reopened each time

  1. Click in the value area of the URL property to select it

  1. Click the small grey square to the right of the URL value to open a window with a larger text area

  1. Enter the URL value into the editor window. Replace your_base_ConnectAPI_url depending on your cloud environment with:
    North America -
    GDPR -

    Replace your_jwt_value with the token string obtain at the beginning of this process. The values in ‘{' and '}’ will automatically be populated by InContact when the script runs. Please note that there are 2 underscores before __agentId

    Click the OK button to save your changes to the URL property value.

  1. Click on the AgentID value area and enter {__agentId}. There are 2 underscores in the value.

InContact Central & Hub require a slightly different method of creating Agents in Config Server. Instead putting the username of the agent in the Config Server Username field, you need to put the InContact User ID (which is a number) in the Username field for Popflow only to correctly identify the agent to receive the screen pop.

  1. Click the Save button on the toolbar to save the changes to the script

Saving changes to a script makes them immediately live. There is no publish step like other platforms offer

On End Screenpop

Add PopURL Action

Screenpops in InContact are performed by actions in scripts managed by the Desktop Studio application. We will be adding the actions necessary to invoke an OpenMethods screenpop into an existing script.

  1. Log into the Nice InContact Desktop Studio application

  1. Click the Open button on the menu bar to open the Open Script dialog window

  1. Locate the script for inbound voice calls in the list of existing scripts and select it. Click the Select button to open the script for editing

Once the script is open, inspect the script to see if the Onrelease event block is already present. It will look like:

 

 

If it is already part of the script, you can skip to step 7

  1. In the Tools panel on the right side of the application, locate and click Events to expand the category section

 

 

  1. Single click the Onrelease action in the tools panel. This will place the action on your cursor for the next step

 

 

  1. Move your cursor to the main canvas area of the script and single click to place the Onanswer action onto the canvas

  1. In the Tools panel on the right side of the application, locate and click Advanced to expand the category section

  1. Single click the PopURL action in the tools panel. This will place the action on your cursor for the next step

 

 

  1. Move your cursor to the main canvas area of the script near the Onrlease action and single click to place the PopURL action onto the canvas

 

 

  1. Hover your cursor over the Onanswer action until the small grey button with the arrow appears in the bottom right corner

 

 

  1. Click the small grey arrow button and drag the connector to the PopURL action to link them together

If there was already an Onanswer action with existing linked behavior, you will need to connect the Onanswer and PopURL actions as shown and then connect the the PopURL action to the existing behavior

 

 

  1. Click the PopURL action to select it

  1. At the bottom of the right hand panel where we have been selecting actions, click the Properties tab to open the Action Properties panel

This can also be viewed by right-clicking on the action. However, we will be switching to other applications and the context version will disappear and need to be reopened each time

  1. Click in the value area of the URL property to select it

  1. Click the small grey square to the right of the URL value to open a window with a larger text area

 

 

  1. Enter the URL value into the editor window.

    your_base_connectapi_url?agentId={__agentId}&jwt=your_jwt_value&event=On%20End&ANI={ANI}


    Replace your_base_ConnectAPI_url depending on your cloud environment with:
    North America -
    GDPR -

    Replace your_jwt_value with the token string obtain at the beginning of this process. The values in ‘{' and '}’ will automatically be populated by InContact when the script runs. Please note that there are 2 underscores before __agentId

    Click the OK button to save your changes to the URL property value.

  1. Click on the AgentID value area and enter {__agentId}. There are 2 underscores in the value.

InContact Central & Hub require a slightly different method of creating Agents in Config Server. Instead putting the username of the agent in the Config Server Username field, you need to put the InContact User ID (which is a number) in the Username field for Popflow only to correctly identify the agent to receive the screen pop.

  1. Click the Save button on the toolbar to save the changes to the script

Saving changes to a script makes them immediately live. There is no publish step like other platforms offer

 

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