I created a custom data action to retrieve customer data from Salesforce.
For incoming interactions such as: Mail and Chat, everything is fine. I have my pop’up for each of these interactions as well as the contact details.
On the other hand, for incoming voice interactions. I have two small problems :
1- Architect, after interviewing Saleforce, a prompt, I set in case of failure, plays "failure on data dip". I send as input to SFDC the caller's ani.
2- Despite, The call is redirected to a queue. But I don't have the customer’s pop up in the PureCloud browser !
3- The "script" icon is also not visible on the PureCloud browser. Unlike mail and chat interactions, I don't have the" button" that allows me to view the client script?
For information :
I use the same script for all interactions: Voice, mail & chat
For voice there wouldn't be a button to view the script as the script is displayed in the main area of the agent's desktop. For digital interactions we need to display the content of the digital interactions, so script has to be off to the side but for voice the only content is the script.
If you are not seeing a script for a voice call at all, it sounds like a setup issue of some sort.
Thanks for your help and quick feedback. You fixed one of my questions
The "Script" icon is clearly visible for digital interactions, but not for voice type ones.
Concerning the script pop’up pour incoming voice interaction, I am joining you, I suspect a problem in "Architect". In order to know if the "call data Action" is set well, I set up 3 voice messages :
Success: Audio Sequence is set
Failure: Failure on Data Dip
Timeout: Timeout on Data Dip.
As input in "Call Data Action", I am using the "ani" of the caller. For each test, I got a "Failure on Data Dip.
Also for info, when I test the data action, from the admin>Integration>Actions interface, the result is OK.
