Open Custom URL - Variables issues

[Evolute IT]

Hi,

We are using the Open Custom URL on ringing/connected for different custom integrations. Currently, this works very well for external calls.

That being said, we are experiencing a few issues that are starting to annoy our customers:

1. When a call is internal, it also opens the URL for no reason (caller = internal extension number). Is there a way to bypass this? We can no longer auto-close browser windows in JS unfortunately, so that's not a possibility.

2. When picking up a call off a parking slot (SP), the URL doesn't open at all. Not sure why on this.

3. During an attended transfer received, the first internal call opens the URL (expected, see #1) but also it opens again as an internal call once the external has been connected to the agent (Joined.)

Is there any possibility those are bugs because it's starting to impede on our ability to build UX-friendly integrations.

 

[edossantos]

Hello @ConceptsWeb,

1. When a call is internal, it also opens the URL for no reason (caller = internal extension number). Is there a way to bypass this? We can no longer auto-close browser windows in JS unfortunately, so that's not a possibility.

Unfortunately there is no way to avoid this for internal calls at the moment. Please post this in the ideas section.

2. When picking up a call off a parking slot (SP), the URL doesn't open at all. Not sure why on this.

This happens because this is an outbound call to the SP number. The popup only happens for inbound calls.

3. During an attended transfer received, the first internal call opens the URL (expected, see #1) but also it opens again as an internal call once the external has been connected to the agent (Joined.)

This is something we should check, in that case the URL to launch should be for the external party, and not the internal extension.

 

[Evolute IT]

Unfortunately there is no way to avoid this for internal calls at the moment. Please post this in the ideas section.

Any chance this can be fixed in the future? Or can you tell me what CallData to set for the ContactUrl? I know that's where it's stored once the lookup is made using server-side integration.

This happens because this is an outbound call to the SP number. The popup only happens for inbound calls.

That's a problem but it makes sense. However, how can we force it still? We have users using SPs more and more.

This is something we should check, in that case the URL to launch should be for the external party, and not the internal extension.

Exactly. But it opens the internal one twice.

 

[edossantos]

Any chance this can be fixed in the future? Or can you tell me what CallData to set for the ContactUrl? I know that's where it's stored once the lookup is made using server-side integration.

The CRM engine uses the following 3 properties:

• public_lookup_displayname_override: this is the contact name that will be shown in the WC/DA
• public_crm_contact_url: this is the contact URL that will be shown in the WC/DA
• public_crm_contact_raw_data: this is the EntityID|EntityType for the matched contact, which you can use in Call / Chat Journaling

In case you want to use that from a CFD app for example, and then have the popup you need.

That's a problem but it makes sense. However, how can we force it still? We have users using SPs more and more.

There is no way to change this at the moment....

Exactly. But it opens the internal one twice.

Yes, this looks like a bug....

 

[Evolute IT]

There is no way to change this at the moment....

Correct me if I'm wrong: if the url is set in the call data, will it show the contact card icon once the SP call has been picked up?

Also, do I need to set all three for it to work or just the URL will make the popup and card icon show?

UPDATE: Just the URL makes the icon appear (nice!) and the picked up calls from parking slots also show the icon successfully. Thanks! I just saved a customer!