Cisco Unified Contact Center

1. Log into the Cisco Unified UCCX/E Administration portal

2. Click the navigation drop down located in the upper right-hand corner of the admin portal. Select Cisco Finesse Administration from the list and click Go to bring up a new browser tab with the Finesse admin portal

3. Log into the Finesse Administration portal

4. Locate the Workflows button on the left-hand navigation panel and click on it to bring up the Workflows management screen

1. Click the New button in the Manage Workflow Actions section of the Workflow management screen to expand the New Action section

2. Give the action a name. In this example we use “Popflow On Answer”

3. Change the action Type from Browser Pop to Http Request. This changes the options available to the action

4. Change the action Location from Finesse to Other to allow sending the the request to the OpenMethods Cloud servers

5. Change the action Content Type to “application/json”

6. Add the base Connect API url into the URL text field

North America: https://connect.openmethodscloud.com/api/sendmessage/CTI
Europe/GDPR: https://connect.gdpr.openmethodscloud.com/api/sendmessage/CTI

In this example we use North America

7. Add the body template to the action Body text area

   {
      "agentId": "<agent_id>",
      "event": "On Answer",
      "ANI": "<ANI>",
      "jwt": "<jwt>"
   }

8. Delete the <agent_id> placeholder from the action Body text area

9. With the cursor still between the quotation marks, click on the insert variable button located to the left of the Body text area to bring up the Insert Variable UI. Select loginId from the list of variables and click OK

10. Delete the <ANI> placeholder from the action Body text area

11. With the cursor still between the quotation marks, click on the insert variable button located to the left of the Body text area to bring up the Insert Variable UI. Select loginId from the list of variables and click OK. In our example we use callVariable1

12. Delete the <jwt> placeholder from the Body text area and replace it with the token obtained at the start of this process. The full token text must be contained in the quotation marks

13. Click the Save button to finish creating the workflow action

1. Click the New button in the Manage Workflows section of the Workflow management screen to expand the New Workflow section

2. Change Choose Media to Voice

3. Give the workflow a name. We use “OpenMethods ScreenPop” for this example

4. Select “When a Call is Answered” from the When to perform Actions

5. Click the Add button to open the Add Action UI

6. Click the Popflow On Answer action that was created earlier to add it to this workflow. Click the X button to close the Add Action UI window

7. Click the Save button to complete the new workflow

1. Navigate to the Team Resources screen by clicking the Team Resources button on the left-hand navigation bar

2. Select the team the workflow will be associated with to expand the team settings area

3. Click on the Workflows tabs of the team settings area to show the current workflow associations

4. Click the Add button to bring up the Workflow Selection UI

5. Click the workflow you created from the Workflow Selection UI to add it to the list of associated workflows. Once added, click the X button to close the Workflow Selection UI

6. Click Save to finish associating the workflow with the team