InContact Email
- 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
Email 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 New button on the menu bar to open the New Script dialog window
Select Work Item for the script type and click the OK button
Click to expand the Standard section in the tools panel
Single click the Begin 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 Begin action onto the canvas
Select Reqagent from the tool panel and place it on the main canvas
Hover over the Begin action until the small arrow appears. Click and drag the arrow to the Reqagent action to connect the actions together
Right-click the Reqagent action to open its configuration window. Configure this to send the interaction to the appropriate skill
More advanced routing logic is covered in your switch documentation and is outside the scope of this guide
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 Rest Api Action
Click in the main canvas area to place the action
Connect the Agent List and Rest Api activities. Select Success from the list and click OK
Right-click on the PopURL action to open the configuration panel. Click on the Command value area and select MakeRestRequest
Click into the value area for ServiceAddress 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=Email%20Accept&rnIncidentId={WorkItemID}&mediaType=Email
Replace 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/CTI
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.
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. If this is the first time saving, you will need to provide a name and click the OK button
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. The on end flow depends on having implemented Email Accept to function properly.
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 emails in the list of existing scripts and select it. Click the Select button to open the script for editing
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 Onrelease 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 Rest Api 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 Onrelease action and single click to place the Rest Api action onto the canvas
Connect Onrelease to the Rest Api action
Enter the URL value into the editor window.
your_base_connectapi_url?agentId={Agents[1].UserName}&jwt=your_jwt_value&event=Email%20Accept&rnIncidentId={WorkItemID}&mediaType=Email
Replace 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/CTI
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.
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
Related content
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