Voice trigger conditions

A condition for voice channel is constructed by using properties like Queue, Call status or outbound, 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 Support or Sales queue and the call is answered.

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

Voice trigger actions

Voice trigger actions are functions executed when the defined voice trigger conditions are true.

In the following section you find a list of actions.

Motion Phonebar

Motion Phonebar action is used to notify the Omnichannel Motion Phonebar to perform actions like: display screen popup, execute windows application or open a URL in a web browser.

There are 3 types of Phonebar actions:

Popup

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

The following screenshot shows an example of a template used to show information about the call and the caller.

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:

  http://ip-address/cti/index.html?CALLID={{uniqueid}}&CALLER={{calleridnum}}&QUEUE={{queue}}&ORDER={{ordernum}}&STATUS={{orderstat}}

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.

Contact Manager

Contact manager action is used to search a contact in a specific Contact Manager list and display the contact's information for the agents inside the Motion Omni Desktop Interface.  

For the above Contact Manager action configuration, the contact tab will be displayed as shown below if the contact exists in the Public List.

The information panel at the top of the page displays the Caller Name, Caller Number and Queue Name. timer shows the elapsed time since the contact tab was opened.

When the call ends, Dispose button and timer will appear on the information panel as shown below:

 timer shows the elapsed time since the call ended.

 button is used to set a disposition for the call.

To dispose a call, click on Dispose and a screen with the list of dispositions will appear. Default Motion dispositions will be listed on the left side of the screen while your custom dispositions will be listed on the right side of the screen. The following figure shows list of default Motion dispositions.

If the contact does not exist in Public List, the contact tab filled with the contact's phone number and name will be displayed as shown below. The agent can then add the contact in a list by using  button or discard it by simply closing the contact tab. 

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.

There are 2 types of browser actions:

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 call flow. 

The following screenshot shows as example of a template used to show information about the call and the caller.

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:

  http://ip-address/cti/index.html?CALLID={{uniqueid}}&CALLER={{calleridnum}}&QUEUE={{queue}}&ORDER={{ORDERNUM}}&STATUS={{ORDERSTAT}}

Integrations

The integrations action is used to trigger one of the integrations you have configured (Zendesk/Salesforce/SugarCRM/Freshdesk). Select the type of integration, the account you have created and the configuration you want to use.  

For example, if you set the following action

Every time there is an outgoing/incoming call, the trigger conditions are checked and a Freshdesk ticket is created and displayed to the agent as shown in the figure below if the conditions are met.

URL Forward

URL forward is used to make an HTTP GET/POST request. Information about the call will be passed as POST parameters or URL query parameters, depending on which HTTP method you've configured.

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

JScripty

JScripty action is used to run a Jscripty project  and open the script for the agents inside the  Motion Omni Desktop Interface. Every time there is an outgoing/incoming call, the trigger conditions are checked and a Jscripty script is displayed to the agent as shown in the figure below if the conditions are met.

 timer shows the elapsed time since the Jscripty tab was opened

 button will start the script and the first page will be displayed for the agent as shown below

Note that the Next button will be disabled until an answer is provided for questions with required field set.