Browser pop workflow but not for internal numbers

[RadDev01]

Is it possible to create a browser pop Finesse workflow that only works with external numbers, not a call from someone within the company?

[dekwan]

Hi,

If there aren't too many internal numbers, you can use the condition of "fromAddress" - "is not in list" - <list of internal numbers>.

I am going to assume that there are a lot of internal numbers so that option probably doesn't work. Do the internal numbers start with a certain prefix? This can't be accomplished with the built in workflows since it doesn't seem like there is a "doesn't begin with", but you can build a custom gadget to achieve it.

Other than that, I don't believe it is possible.

Thanx,

Denise

[bill.king1]

Would another option be to have UCCE set another variable based on the number and use that variable to trigger (or not) the workflow? So have ICM script look at length or starting digits of caller's phone number (just as an example), and set say Variable10 as "Internal" or "External" and then use that to trigger the workflow?

[RadDev01]

Yes it would be too many in an exclude list. We considered a gadget but the user's like the idea of having the pop in a separate browser tab so they can leave it open until they finish doing the work for the customer if they are multi-tasking. 

[dekwan · Accepted solution]

Hi,

With a custom gadget, you can still pop up a separate browser tab, you just need to use the window.open(url) JS method. You can actually make this custom gadget hidden and they won't know the difference: https://developer.cisco.com/docs/finesse/#!headless-gadget-configuration 

Thanx,

Denise

[RadDev01]

Good idea, thank you. 

[RadDev01]

Hi Denise,

Where does the hidden attribute go? I tried this but get error 

<gadget hidden='true'>/3rdpartygadget/files/QueuePopTest.xml</gadget>

HTTP Status code: 400 (Bad Request)
Api Error Type: Invalid Input
Error Message: Schema validation failed at line 103 and column 51 with message:cvc-type.3.1.1: Element 'gadget' is a simple type, so it cannot have attributes, excepting those whose namespace name is identical to 'http://www.w3.org/2001/XMLSchema-instance' and whose [local name] is one of 'type', 'nil', 'schemaLocation' or 'noNamespaceSchemaLocation'. However, the attribute, 'hidden' was found.

[Gerry O'Rourke]

Only possible if using Finesse 12.0 or higher.

What version of Finesse are you using?

Below is a working example:

<gadget hidden="true">/3rdpartygadget/files/MACallNotification/MACallNotification.xml</gadget>

Regards,

Gerry

[RadDev01]

Gotcha, thanks again Gerry. We're on Cisco Finesse v10.6(1).

[bill.king1]

Keep in mind that your exclude list doesn't have to be individual numbers, you can use functions like length or substring in ICM to exclude those numbers you know are yours. Heck, you could even do it via a CVP/VXML database call and keep individual numbers there if you wanted to go that route. Basically, several different ways you can approach this.