InContact Chat
- Trip Gilman
This procedure requires administrative access to OpenMethods Experience Cloud and InContact.
Obtain the OpenMethods Experience Cloud API Key by following the steps laid out in Obtaining OpenMethods Token
Chat Accept Screenpop
Add on answer event and actions
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.
Log into the Nice InContact Desktop Studio application
Click the Open button on the menu bar to open the Open Script dialog window
Locate the script for inbound chats 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
In the Tools panel on the right side of the application, locate and click Events to expand the category section
Single click the Onanswer action in the tools panel. This will place the action on your cursor for the next step
Move your cursor to the main canvas area of the script and single click to place the Onanswer action onto the canvas
In the tools panel, locate and expand the System category
Single click on the Setsecurityuser action
Click the main canvas to place the Setsecurityuser
Hover over the Onanswer action until the arrow appears in the lower right corner. Click and drag the arrow to the Setsecurityuser action to connect them
Right-click on the Setsecurityuser action to bring up its configuration. Set the value for Agent to {agentId}. Click the main canvas area to close the configuration
Switch to the Framework panel on the left side
Type “agent list” into the filter box to locate the next action
Click and drag the Agent List action onto the main canvas
Connect the Setsecurityuser action to the Agent List action. Select the default path from the list and click the Ok button
Right-click on the Agent List action to bring up its configuration. Set the value of Agent to “{agentId}”. Click in the main canvas area to close the configuration
Click the Advanced category in the tool panel to expand it
Single click the PopURL action
Click in the main canvas area to place the action
Connect the Agent List and PopURL activities. Select Success from the list and click OK
Right-click on the PopURL action to open the configuration panel. Click on the AgentID value area and enter {agentId}
Click into the value area for URL and click the button on the right side to open a larger editor for the field
Enter the URL value into the editor window.
your_base_connectapi_url?agentId={Agents[1].UserName}&jwt=your_jwt_value&event=Chat%20Accept&rnIncidentId={WorkItemID}&mediaType=ChatReplace your_base_ConnectAPI_url depending on your cloud environment with:
North America - https://connect.openmethodscloud.com/api/sendmessage/CTI
GDPR - https://connect.gdpr.openmethodscloud.com/api/sendmessage/CTIReplace 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.
Click the OK button to save your changes to the URL property value.
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.
Log into the Nice InContact Desktop Studio application
Click the Open button on the menu bar to open the Open Script dialog window
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
In the Tools panel on the right side of the application, locate and click Events to expand the category section
Single click the Onrelease action in the tools panel. This will place the action on your cursor for the next step
Move your cursor to the main canvas area of the script and single click to place the Onanswer action onto the canvas
In the Tools panel on the right side of the application, locate and click Advanced to expand the category section
Single click the PopURL action in the tools panel. This will place the action on your cursor for the next step
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
Hover your cursor over the Onanswer action until the small grey button with the arrow appears in the bottom right corner
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
Click the PopURL action to select it
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
Click in the value area of the URL property to select it
Click the small grey square to the right of the URL value to open a window with a larger text area
Enter the URL value into the editor window.
your_base_connectapi_url?agentId={Agents[1].UserName}&jwt=your_jwt_value&event=On%20Chat%20End&rnIncidentId={WorkItemID}&mediaType=ChatReplace your_base_ConnectAPI_url depending on your cloud environment with:
North America - https://connect.openmethodscloud.com/api/sendmessage/CTI
GDPR - https://connect.gdpr.openmethodscloud.com/api/sendmessage/CTIReplace 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.
Click the OK button to save your changes to the URL property value.
Click on the AgentID value area and enter {__agentId}. There are 2 underscores in the value.
Click the Save button on the toolbar to save the changes to the script
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