/
Open Channel Triggers

Open Channel Triggers

Overview

 An Open Channel trigger is invoked every time there is an outgoing or incoming interaction and it is composed of conditions and actions.

The trigger will execute its actions if the defined conditions are met. Here are a few applications of Open Channel triggers:

  • displaying Screen Pop-up that provides value-added information

  • opening custom browser web pages 

  • integrating with other 3rd party applications like your own CRM

 This section explains how to build conditions and the available actions for the Open Channel.

Create a Trigger

To create a new Open Channel trigger:

  1. Click the blue + button  located at the bottom-right corner of the interface, under Tools → Triggers

  2. Choose a trigger name

  3. Select Open Channel as Channel

  4. Activate Status

  5. Set a description (optional)

  6. Click on Add Trigger

Then you can define conditions and actions as described in the next paragraphs.

Conditions - Open Channel Trigger

After you created a trigger, you need to add its conditions following the below steps:

  1. Click the three dots menu next to the trigger

  2. Click Edit trigger

  3. Go under Conditions & Actions tab

  4. Click the + button to add a new condition.

A condition for Open Channel is constructed by using:

fields

  • Account

  • Interaction

  • Message

  • operators

    • equals

    • not equals

  • value options, based on the chosen field.

There are two types of conditions: 

  • Meet all these conditions: the overall condition will be true only if all the conditions are true (AND conditions).

  • Meet any of these conditions: the overall condition will be true if at least one of the conditions is true (OR conditions). 

Moreover, it is possible to specify more complex conditions by using both types: in this case, the result is true if both conditions are true (AND conditions).

Important:

The condition will always return true if you do not define any condition. In this case, the specified actions will always be executed.

 

You can use the following fields and operators to build condition statements:

Account

If you select the Account field, you can build the condition using the below operators and values:

Operators:

  • Equals to

  • Not equals to

Values:

  • Select the Account from the list

Interaction

If you select the Interaction field, you can build the condition using the below operators and values:

Operators:

  • Equals to

  • Not equals to

Values:

  • Opened: condition occurs when the interaction is created (opened does not refers to status interaction)

  • Closed: condition occurs when interaction is closed, with or without disposition (closed does not refers to status interaction)

Message

If you select the Message field, you can build the condition using the below operators and values:

Operators:

  • Equals to

  • Not equals to

Values:

  • Incoming 

  • Outgoing

  • Accepted

  • Rejected

Actions - Open Channel trigger

Open Channel trigger actions are functions executed when the defined Open Channel trigger conditions are true.

The actions that can be triggered are:

  • Motion PhoneBar

  • Jscripty

  • URL Forward

  • Browser

  • Script

Motion Bar

Motion Phonebar action allows:

  • screen Popup display

  • Windows Application execution

  • CTI URL opening in a web browser

Agents must be logged in the Motion Phonebar to make the Motion Phonebar actions work

Popup

Popup action displays a customizable screen popup for agents logged in the Phonebar. You must first create a template (Tools → Templates) with the information you want to be displayed for agents. You can also use standard and custom variables in your template to customize the displayed content based on the values of the variables set during the action flow. 

Custom variables must be defined under Tools → Variables, then you can set the values in the dialplan.

CTI URL

CTI URL action opens a specified URL in a browser.  Examples: open a website, your custom CRM URL or integrate with any other web application.

You can use standard or custom variables in the URL query string to pass information to the web application that can be useful for processing its logic.

  • If the Event Variables field is set to Yes, the string in the URL field is merged with all the available interaction type values (pay attention that it add to the URL string the complete variables list: it is not recommended unless for evaluation purposes).

  • If the Event Variables field is set to No (suggested value), only the variables inserted in the URL field are used.

Windows App

Windows App action executes or opens a Windows application with the specified arguments in the agent desktop.

You can use standard or custom variables to pass custom information in the arguments.

 

 

Jscripty

Jscripty action runs a Jscripty project and opens the script for the agents inside the Motion Omni Desktop Interface. 

To configure a Jscripty trigger under Actions section, define:

  • Action: Jscripty

  • Project: name of the Jscripty project that will be opened

  • Option to disable manual tab closure: when this option is enabled, the `X` button will be hidden and the agent will not be able to manually close the tab. Tab will automatically close only after completing the Jscripty project.
    If instead the option is not turned on, when the trigger is active, agent can close the tab even without filling out the survey.

URL Forward

The URL Forward action performs RESTful API requests. For example, if you want to contact a third-party application such as a CRM to retrieve or save information.

Please note URL Forward supports request with Content-Type equal to application/json

To configure an URL Forward trigger action select:

  • Action: URL Forward

  • Type: the HTTP Method:

    • GET

    • POST

    • PUT

    • DELETE

  • URL: Request URL You can also use XCALLY Motion standard variables or custom variables to pass information to the 3rd party application

  • Timeout: Request timeout in seconds (it must be between 1 and 10 and the default value is 5)

  • Headers: Request headers (it must be in RAW JSON format, i.e. {"key": "value"}) You can also use XCALLY Motion standard variables or custom variables to pass information to the 3rd party application

  • Body: Request body (it must be in RAW JSON format, i.e. {"key": "value"}) This option is available only for POST and PUT methods. If empty, the trigger event will be passed as body request. You can also use XCALLY Motion standard variables or custom variables to pass information to the 3rd party application

Browser

Browser action displays screen popup or opens a URL in a web browser for agents.

Agents must be logged in the Motion Omni Desktop Interface for the actions to run.

There are 2 types of Browser Actions:

  • Popup

  • CTI URL

Popup

Popup action is used to display a customizable screen popup for agents logged in Motion omni desktop interface.

You must first create a template (Tools → Templates) with information you want to be displayed for agents. You can also use standard and custom variables in your template  to customize the displayed content based on the values of the variables set during the action flow. 

Custom variables must be defined under Tools → Variables, then you can set the values in the dialplan.

CTI URL

CTI URL action opens a specified URL in a New Tab / New Window of a Browser or in a New Agent Dashboard Tab in the Agent Omni Desktop interface (you can choose this value in the field Location).

It can be used to open a website, your custom CRM url or integrate with any other web application.

You can use standard or custom variables in the URL query string to pass information to the web application that can be useful for processing its logic:

  • If the Event Variables field is set to Yes, the string in the URL field is merged with all the available interaction type values (pay attention that it add to the URL string the complete variables list: it is not recommended unless for evaluation purposes).

  • If the Event Variables field is set to No (suggested value), only the variables inserted in the URL field are used.

If the Location is New Agent Dashboard Tab, it is possible to set the Tab Title the Agents will see. 

 

Script

The Script action allows you to define which script must be run when the trigger is started:

To configure a Script trigger under Actions section, define:

  • Action: the action Script, that allows you to execute system commands

  • Type: a descriptive field of the typology of the script. It can be e.g. curl, bash, or other. If you use bash type, owner of file .sh has to be Motion

  • Info: an optional script description

  • Script: the path of the script to be executed