Two workflow screenpops per call?

[Michael Miu]

Hello,

Is it possible to create two separate workflow screenpops per call?

In the Finesse Administration under Workflows/Actions, there's a drop-down "Handled by" and we select the Other option. Is it possible to add additional Other to this list?

Thank you,

Mike

[golmsted]

Easiest way would be to just create two distinctive Workflow Actions and assign them both to the same Workflow. If you are selecting “Other” it means that Finesse won’t do anything with this Browser Pop (and you must have implemented a Custom Gadget that gets the event and does it yourself). Are you doing this?

g.

[Michael Miu]

Hi Gary,

Thanks for your response.

Yes, I'm trying to avoid having two separate pop-up windows appear.  Instead, have it all contained within the Finesse agent desktop window by creating two gadgets (workflowscreenpop).  I'm trying to figure out how one gadget can handle one action, while the other gadget handles second action (all for the same event).

Mike

[golmsted · Accepted solution]

This actually will work fine. Each Gadget should subscribe to the finesse.containerservices.ContainerServices.Topics.WORKFLOW_ACTION_EVENT. Both of them will get a notification containing a finesse.containerservices.WorkflowActionEvent object. You can pop using this in both. Note, that the workflowActionEvent.getHandleBy() gives you whether this was “Finesse” or “Other”. If you use “Other” then Finesse itself won’t do anything with it, but you can (in both Gadgets). The “WorkflowScreenpop Sample Gadget” demonstrates the above, just create two instances of it (here: https://developer.cisco.com/docs/finesse/#!sample-gadgets  ).

Cheers,

g.

Gary Olmsted

Technical Leader & Finesse Architect

CBABU - Contact Center Software Development