04-18-2005 07:40 AM - edited 03-13-2019 10:49 PM
Hi All,
I would like to write an Enterprise data in a text file on the Agent workstation when this one answers a new incoming call?
Thanks,
;-Donatien
04-18-2005 10:48 AM
Use these steps to launch an external application and need to write a macro.
Setting Up a Launch External
Application Action
Premise
Rock Coast Products wants to set up a task button that automatically launches a
third-party application.
Steps
In this example you set up an action that launches Microsoft WordPad and then
associate the action with a task button on the agents toolbar.
1. In Desktop Administrator, click Desktop ConfigurationWork Flow
GroupsAgents and select a work flow group.
2. Click User Interface.
3. On the User Interface Setup windows Toolbar tab, select the task button
you want to configure.
4. Select the Visible check box.
5. Type a brief hint to describe the action (for instance, WordPad) in the
hint field.
6. Click Add.
7. In the Select Action dialog, select the Launch External Application tab and
click New.
8. In the Setup Launching External Application Action dialog, enter a name
for the action in the Action Name field and browse to the applications
executable (Wordpad.exe) in the Application field. Remember that the
application should be located on a network drive so it is accessible to all
agents. If you must use an application located on the agents PC, make
sure that the application is accessible by an identical path on each agents
PC.
9. If you want, add any of the available arguments to pass to WordPad.
Select the arguments from the right-hand Available Arguments pane and
use the left and right arrows to add or remove them to the left-hand
Arguments pane. Use the up and down arrows to rearrange the order in
which they will appear.
10. Click OK to return to the Launch External Application tab with the new
action highlighted in the list of actions.
11. Click OK to return to the User Interface Setup window.
12. In the User Interface Setup windows Toolbar tab, the new action is now
associated with the task button you are configuring.
13. Click OK to save the changes.
04-19-2005 01:59 AM
Ok, this example associates an action to a Task button on the Agent Desktop's toolbar.
But what I want to do is to write automatically on the answer event, the Customer Account Nr in a text file on the Agent's WS.
This must be totally transparent for the Agent.
This file will be read and actions will be taken later by an other application.
Rgds,
;-Doro
04-19-2005 06:42 AM
You have to write some Macro to do this action. You can get it by trail and error.
04-19-2005 08:26 AM
How about writing a web page to do the job of writing to a text file? You could pass enterprise data as parameters to the URL. then the web page will grab the parameters and write to the text file.
You can define the URL as a macro for the answer event.
04-21-2005 08:58 AM
Hi,
I don't have much experience about http trigger.
Could you develop this or give me some example?
Thanks,
;-Doro
04-22-2005 05:08 AM
You don't have to do a http trigger. You will need to get your web programmers write a web page (probably .asp/.jsp page). The webpage will accept the enterprise data as parameters and then will write to a text file. The webpage will be triggered off as a macro for the onanswer or onringing(or whenever you want). This should be done from the CAD Desktop Administrator
Another method is to write a .exe application using VB.NET or java etc to do the same functionality.
04-22-2005 05:11 AM
Check out the IPCC Express Scripts repository. There are some webpages and sample scripts etc. You could use the submit_ticket application as an example for triggering the webpage from CAD. There is a .asp page associated with the submit_ticket application which can be a starting point. Beyond that, you will need to get somebody with programming experience to help you.
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