V3 Open Channel Triggers

What’s about

 An Open Channel trigger is invoked every time there is an outgoing or incoming interaction.

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 

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

Open Channel triggers are composed of conditions and actions. This section explains how to build conditions and the available actions for the open channel.

Open Channel trigger conditions

A condition for the Open Channel is constructed by using properties like Account, Interaction or Message, an operator and a value.  

There are two types of conditions: 

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

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

It is possible to specify more complex conditions by using both types: in this case, the result is true if both conditions are true.

In the example shown below, the overall condition is true if the call is in the Support or Sales queue and the call is answered.

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

Open Channel trigger actions

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

The following are the actions that can be triggered:

Open

Motion Phonebar

Motion Phonebar action is used to notify the Omnichannel Motion Phonebar to perform actions like:

• screen Popup display

• Windows Application execution

• CTI URL open in a web browser

Open

Popup

Popup action is used to display a customizable screen popup for agents logged in the Phonebar.

You must previously 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 call flow. 

CTI URL

CTI URL action is used to open a specified URL in a browser New Tab or New Window (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.

In the following example, variables in bold are Motion standard variables and those red are custom variables:

Windows App

Windows App action is used to execute or open 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.

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URL Forward

The URL Forward action is used to perform RESTful API requests, generally if you want to contact a third party applications such as a CRM to retrieve or save information.

Fill the the URL Forward form as follows:

You can also use Motion standard variables or custom variables to pass information to the 3rd party application.  

Browser

Browser action is used to display screen popup or open a URL in a web browser for agents logged in the web interface.

This action does not require agents to be logged in Motion Phonebar, but the 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 interaction. 

CTI URL

CTI URL action is used to open 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. 

In the following example, variables in bold are Motion standard variables and those red are custom variables:

Script

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