Synchronize Wrap Up Outcome and call disposition Notes between the Media toolbar and Fusion Service application

In the Service Center with the Redwood User Experience, you can optimize the call disposition process by synchronizing the Wrap Up Outcome and call disposition Notes between the Media toolbar and Service Center such that the system can reflect updates to the Outcome and Notes from the Media toolbar to the Fusion call panel or vice versa.

Capturing Notes as part of the Call disposition is a standardized way of documenting the key details of a customer interaction. Improving the Call Disposition process helps ensure agents see the latest information regardless which UI element they are viewing.

Steps to Enable

You can extend the application using Oracle Visual Builder Studio to:

• Detect the change during the Call Wrap Up from an external media toolbar, by using the Field value change event
• Set a value for a particular field during the Call Wrap Up from an external media toolbar, by using the Set field value operation
• Get a value for a particular field during the Call Wrap Up from an external media toolbar, by using the Get field value operation
• Save the updates to the Call Wrap Up from an external media toolbar, by using the Save Record operation

Example

Javascript example to get WrapUpRecordContext from CloseComm and perform set field value operation in Wrap Up

/// <reference path="uiEventsFramework.d.ts"/>     
const uiEventsFrameworkInstance = await CX_SVC_UI_EVENTS_FRAMEWORK.uiEventsFramework.initialize('appname', 'v1');
    const multiChannelAdaptorContext = await uiEventsFrameworkInstance.getMultiChannelAdaptorContext();
    const phoneContext = await multiChannelAdaptorContext.getCommunicationChannelContext('PHONE');
    const request = uiEventsFrameworkInstance.requestHelper.createPublishRequest('closeCommEvent');
    request.setAppClassification('appClassfication');
    request.setInputData(_inboundData);
    request.setReason('WRAPUP'); 
    const inData = request.getInData();
	const response = await phoneContext.publish(request);
	const engagementContext = response.getResponseData().getEngagementContext();
	const wrapUpRecordContext = await engagementContext.getWrapupContext();
    const requestObject = uiEventsFrameworkInstance.requestHelper.createPublishRequest('cxEventBusSetFieldValueOperation');
    requestObject.field().setValue('WrapUp.ResolutionCd', 'ORA_SVC_DS_POSITIVE_OUTCOME');
    requestObject.field().setValue('WrapUp.CallNotes', 'New Description');
    wrapUpRecordContext.publish(requestObject).then((message) => {
        const response = message;
        // custom code
    }).catch((error) => {
        // custom code
    });

Tips And Considerations

This feature is available only in the Redwood User Experience.

Access Requirements

Oracle Visual Builder Studio