WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:30:28Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:44:16Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Aiuliano: Published

2020-06-12T11:46:46Z

Published

New page

{{Article
|Standalone=No
|DisplayName=How to configure and customize screen pops
|TocName=Screen pop configuration
|Context=This section explains how to configure and customize screen pops.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The out-of-the-box use cases are deployed with the XML file configuration as described in {{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_installation}}. However, if they do not fulfill your requirements, you can customize them.

Customizations are based on three JavaScript files, which implement the out-of-the-box scenario for different fields. Over here are the first two:

#'''x_sofin_gplus_adap.iwsscriptWWE''': Computer Telephony Integration (CTI) events that can be captured by the connector
#'''x_sofin_gplus_adap.iwsutilWWE''': implementation of the events mentioned in the previous point.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Customize the click-to-call feature
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=To customize the outbound-call scenario, an additional file must be handled. This procedure describes how to configure the connector click-to-call feature inside ServiceNow:

To configure the click-to-call feature, follow these steps:

*Open the '''Contact form''' and then the '''Contact menu'''.
*Select '''Configure''' and click '''Table'''.

[[File:GASN configure and table.png|frameless|394x394px]]

*Search the phone fields as shown in the image below.

[[File:GASN search phone fields.png|frameless|600x600px]]

*Select one field among the proposed ones.

[[File:GANS select phone field.png|frameless|800x800px]]

*Go to '''Default Value''' and add the following attribute in the related box:
<syntaxhighlight lang="javascript">
field_decoration= x_sofin_gplus_adap_clicktocall
</syntaxhighlight>

[[File:GASN add parameters.png|frameless|1000x1000px]]

{{NoteFormat|If the Attributes box is not visible, select '''Advanced view''' as shown below.|}}[[File:GASN advanced view.png|frameless|400x400px]]
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Enable the click-to-call feature on reference fields
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The following procedure describes how to configure the Gplus click-to-call feature inside ServiceNow for the lookup/reference field.

By default, ServiceNow provides some macros to enable the click-to-call feature on reference fields as well. The following macros are available:

*'''show_phone'''
**This macro requires the OpenFrame plugin activation.
**You can configure the Unique Interface (UI) macro using the '''ref_contribution''' parameter to display a phone icon next to the sys_user reference field. The icon is only shown if the phone field in the '''sys_user''' record is populated with the user's contact number.
*'''show_phone_customer_service'''
**This macro requires Customer Service Management and OpenFrame plugins activation.
**You can configure the UI macro using the '''ref_contribution''' parameter to display a phone icon next to the Contact '''customer_account''' reference field in the case form. The icon is only displayed if the phone field in the Contact customer_account record is populated with the user's contact number.

It is possible to enable one of these macros on reference fields (such as '''Caller''' in an '''Incident''', or '''Contact''' in a '''Case'''). These macros will display the phone icon next to the field, as shown below, only if the reference field has at least one telephone number.

[[File:GASN phone icon displayed.png|frameless|800x800px]]

After clicking the '''phone icon''', the available telephone list about the Contact will be displayed.

However, to allow one of these macros to work with Gplus Adapter (that means starting a call in the Adapter), you will need to edit them.

Here you can find the procedure to enable the proper behavior:

*Search and open the '''show_phone''' macro.

*Search the row named '''createInteractionData.opened_for = p.attr('data-caller-id')'''.

*Remove the '''GlideAjax''' section as shown below (adding comments).
<syntaxhighlight lang="javascript">
/*
var ga = new GlideAjax('global.CTIAjaxUtility');
ga.addParam('sysparm_name', 'createInteractionWithPropertyCheck');
ga.addParam('context', JSON.stringify(createInteractionData));
ga.getXML(function(serverResponse) {
var result = serverResponse.responseXML.getElementsByTagName("result");
var output = JSON.parse(result[0].getAttribute("data"));
if(output.status == "success"){
var interaction = {"entity": "interaction", "query" :"sys_id="+output.fields.interactionSysId, "value":output.fields.number, "label":"Interaction", "display":false};
payload.data.data.push(interaction);
}
var context = {"payload": payload, "method" : "openframe_communication" };
jslog("context with interaction : "+ JSON.stringify(context));
CustomEvent.fireAll("openframe_request", context);
});
*/
</syntaxhighlight>

*Replace the previous section with the following snippet:
<syntaxhighlight lang="javascript">
var payload = {"type": "OUTGOING_CALL", "data" : data, "action":"makecall", "number":p.attr('data-caller-phone'), "attributes": {"ACTIVITY_ID": p.attr('data-task-id'), "ENTITY_TYPE": p.attr('data-task-table'), "CONTACT_ID":p.attr('data-caller-id')}};
var context = {"payload": payload, "method" : "openframe_communication" };
CustomEvent.fireAll("openframe_request", context);
</syntaxhighlight>

*Click '''Save'''.
*In the end to enable the antecedent, associate the macro to '''ref_contributions''': open the '''Incident''' table, search '''Caller''', put '''ref_contributions=show_phone''' or '''ref_contributions=show_phone_customer_service''' in the '''Attribute''' field.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Create new screen pop scenarios
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=To create new '''screen pop scenarios''', you have to modify the above-mentioned files by using the procedure given below:

*Open '''ServiceNow Studio'''.
*Select the '''Gplus-Adapter-ServiceNow''' application.
*Choose the needed file in the left panel.

[[File:GASN choose file in left panel.png|frameless|604x604px]]

*Select '''x_sofin_gplus_adap.iwsscriptWWE''' or '''x_sofin_gplus_adap.iwsutilWWE''' and modify the code as required.
*Click '''Save''' to finalize the procedure.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Relevant links
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_installation}}
*{{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_configuration}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 5: / Line 5: @@
 |Context=This section explains how to configure and customize screen pops.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

GASN/Current/Admin/Screen pop configuration - Revision history

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Aiuliano: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"