Runapp
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Initiates custom functionality from the script, specifically launching a form, webpage, or application. Any URLs targeted to a contact panel must be configured to allow being displayed in an iframe. Agents must have their Panels setting in MAX set to On. Agent for Salesforce and Agent for Salesforce Lightning support this action. This action submits information through the Ondata branch. |
Supported Script Types
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Generic | Chat | Phone | Work Item | SMS |
Properties
Property | Details |
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AgentID | The agent ID variable name. Outbound skills have a custom script assigned, therefore when the Runapp fires in the outbound custom script, it uses the Begin action since it already "knows" who the agent is (the one making the outbound call). Therefore, a screen pop will only work if {__agentID} is used as the variable name. For inbound scripts, the script does not "know" who the agent is until Onanswer fires, which sets the agent ID variable to AGENTID. You can use the RunApp Property editor to configure this property by double-clicking the action. |
ActionType |
You can use the RunApp Property editor to configure this property by double-clicking the action. |
ActionValue |
The value needed by the specified ActionType. Variables are supported in this property by encapsulating the variable in {braces}.
You can use the RunApp Property Editor to configure this property by double clicking the action. |
WaitForSubmit |
True/False. True means that the system will wait for a submit action by the agent. Additionally, field names become variables in the script, with the field values as the variable contents. WaitForSubmit is only applicable if the Action Type is ShowCustomForm. It works in conjunction with WaitTimeout. When WaitForSubmit is set to False, you must include the Ondata action in the script, which returns the field names and values to the script as variables. |
WaitTimeout |
The number of seconds that will trigger the OnTimeout branch if the Action Type is ShowCustomForm. |
Branches
Branch | Details |
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Default |
Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined. |
Submit | Path taken if WaitForSubmit is set to True. |
Timeout | Path taken if there is no response for the number of seconds specified. |
OnError | Path taken when the action fails to execute properly. For example, when there is an unexpected problem (for example, poor connectivity, syntax errors, and so forth). The _ERR variable (with a single underscore character) should be populated with a condensed explanation of the problem. |
Tips & Tricks
Runapp is similar to Indicate, except that the ActionType is initiated by the script rather than the agent.
A common usage of Runapp is to pop a standard form or custom URL for agents with the ONANSWER event (managed with the Onanswer action).
Similar Solutions
You can use Page to pop simple HTML pages to an agent. Page is useful for creating a sequence of items that follow separate branches, whereas any time you submit information with Runapp, the information goes through the Ondata branch.
Runapp Wizard
- Double click the Runapp action to open the RunApp Property Editor wizard.
- Enter the agent ID for the agent to receive the Runapp action. For outbound scripts, use {__agentID} as the variable name, for all other scripts use {AGENTID}.
- Select the action type.
Field Description Run an executable program Runs a local executable. This option uses a Java plugin that is only functional with Internet Explorer, which CXone does not support. This requires a local executable which resides in the Windows path or with the full path entered in the ActionValue field. The file path must include double back slashes (\\) in the path. For example, C:\\Program Files\\inContact\\studio.exe. Most modern browsers do not support running executable programs. If you want to use this type, ensure that your agents use a compatible browser.
Pop open a web page Enter the full URL of the webpage in the Action Command field. The page will be opened with the default browser on the agent's local computer.
Prompt the user with a web page like form - Enter the HTML code to generate a form in the Action Command field. You do not need to include the opening and closing <form> tags.
- Click the Preview button to see the form.
- Click OK.
You can also configure the action directly in the action's properties.