Support Outbound Dialing initiated from the media toolbar

Outbound calls initiated from the media toolbar can now trigger a screen pop to a designated page, as specified in the screen pop configuration. This feature enhances workflow efficiency by instantly displaying relevant information during the call, ensuring agents have the necessary context and tools at their fingertips to provide a more personalized and responsive experience.

Empowers Oracle's telephony partners to enhance outbound call solutions from within their media toolbar while utilizing the screen pop configuration defined in the application.

Steps to Enable

Outbound calls initiated from the media toolbar can trigger a screen pop to a designated page when the token SVCMCA_DIALER_SCREEN_POP_REQUIRED is passed in the IVR data.

Here's an example of the newCommEvent to enable screen pop actions if the IVR data passes the SVCMCA_DIALER_SCREEN_POP_REQUIRED token:

const uiEventsFrameworkInstance = await CX_SVC_UI_EVENTS_FRAMEWORK.uiEventsFramework.initialize('appname', 'v1');
const multiChannelAdaptorContext = await uiEventsFrameworkInstance.getMultiChannelAdaptorContext();const phoneContext = await multiChannelAdaptorContext.getCommunicationChannelContext('PHONE');let request: IMcaNewCommEventActionRequest = uiEventsFrameworkInstance.requestHelper.createPublishRequest('newCommEvent') as IMcaNewCommEventActionRequest;
request.getInData().setInDataValueByAttribute('SVCMCA_ANI', phoneNumber);
request.setEventId('1234');
request.getInData().setInDataValueByAttribute("appClassification", "ORA_SERVICE");
request.getInData().setInDataValueByAttribute("SVCMCA_COMMUNICATION_DIRECTION", "ORA_SVC_OUTBOUND");
request.getInData().setInDataValueByAttribute('callStatus', "OUTGOING");
request.getInData().setInDataValueByAttribute('SVCMCA_DIALER_SCREEN_POP_REQUIRED', "Y"); // for enabling the screenpop for outbound call
request.setAppClassification("ORA_SERVICE");
const operationResponse: IMcaNewComActionResponse = await phoneContext.publish(request) as IMcaNewComActionResponse;

Tips And Considerations

This is a Redwood-only feature. This feature applies to Service Center, Help Desk, and CX4U.