Finesse browser screen pop up gadget

[piyush aghera]

Hi All,

I have a requirement to open an IE browser with different URL link based on some criteria like last call type.  Please let me know if it is possible to open different URL links based on call criteria.

I had seen screen pop up gadget documents, but it discuss only about static URL configured in java script.

My environment is PCCE 9.1.

Thanks & Regards,

Piyush Aghera

[Chintan Gajjar]

in finesse workflow, you can do browser pop with customized urls.

you may want to explore that option.

[piyush aghera]

Thanks Chintan.  But PCCE 9.1 does not support finesse workflow.  It is introduced from 10.0 I believe.

This leaves me with only option to use finesse screen pop gadget with modified coding, but I am not sure if it is possible to generate dynamic URLs in coding or pass URL directly to code somehow.

All the examples show only a static URL configured in screen pop gadget code which pops up when call arrives.

Regards,

Piyush Aghera

[Deepak Rawat]

it is possible to generate dynamic URLs in coding or pass URL directly to code somehow.

Unfortunately, this is not possible using the Screen Popup Gadget As-Is available at the Finesse Developer Forum. It might be good to contact some third party such as 2Ring and discuss this with them and they might be able to develop a gadget to fulfill this requirement.

It might be worth to post your query at the below Finesse Developer Forum:

https://communities.cisco.com/community/developer/finesse

Regards

Deepak

[Chintan Gajjar]

Piyush,

Can you give the pointer from where you have downloaded the gadget? or you are using the sample gadget available on devnet forum? we can figure out a way and see if you can pass the urls to the gadget.

[piyush aghera]

Hi Chintan,

I had downloaded the sample gadget from below link:

https://developer.cisco.com/site/finesse/archive/

Please review if there is a way to pass URL to js code of the gadget.

Regards,

Piyush Aghera

[Chintan Gajjar · Accepted solution]

Piyush,

I downloaded the screenpop gadget for finesse 9.1, and you can try below modification:

1. from the gadget directory open ScreenPop.js file in text editor.

2. modify the iframe tag for html:

the old one looks like attached.

modify the iframe as attached new one.

3. save the new ScreenPop.js and host on your web server.

4. configure the desktop layout to point to new screen pop gadget.

5. pass the full url in CPV1(e.g "http://www.google.com") in ICM script to finesse and see if it works.

regards

Chintan

[piyush aghera]

Thanks Chintan. +5 for your details. I'll try it out and let you know the outcome.

[piyush aghera]

Hello,

Finally I got everything in place and tried above code and uploaded the gadget to my Finesse servers and applied it to a test team.

Now when I login to Finesse with one of the test agent (part of team to which I had modified desktop layout), rather than seeing "Screen pop goes here", I see below and the URL does not pop up.  I also tried the original screenpop.js file with default dogpile search engine; still no luck.

Please advise what wrong i must be doing and how do i check the logs to see what wrong is happening with this configuration.

EDIT:

The issue has been fixed.  I was using files of wrong version.

[piyush aghera]

Here is a response from Developer Forum for this query:

you would need to do is populate one of the call variables to be the skill group value. So for the call in step 6, call variable x's value would be technical help and step 9 will be complaints. This configuration would be done in the ICM script (I do not know the details as I haven't worked with the ICM script myself).

Then on the gadget code (js file) side, when the call comes in, you will get the dialog event for the call and have all the values of the call variables. If your department's url is the same and the department is just a query param, you can do http://<some url>?department=[value of call variable x]. Take a look at the render function of ScreenPop.js. If not, put a if/switch in the gadget code for the mapping of department to URL. The ScreenPop.js code does pretty much everything for you already. You just have to change the URL in the render function.