How can I show anything (alert, pop up, notification, etc) to agent when a call wass disconnected?

[Valber Carvalho]

Hi guys, how are you? I hope that you fine.

So, my customer has a Finesse v10.5, they are using a gadget that I developed to callback to its final customers when a call is disconnected during a conversation.

The problem is Finesse software is always behind of the Customer registration software, and when the call is disconnected the agent does not realize. Because of this, the agent does not click to callback button configured in gadget. This button to callback is only available for five seconds during the wrap up time.

Is there any way (using the gadget) to alert (with pop ups, bliking the icon on task bar, etc)  the agent when the call is disconnected unexpectedly?

I tryied something using JavaScript, but I did not have any success.

After read other foruns (https://supportforums.cisco.com/discussion/12694446/disable-finesse-popup-1051-using-ie) I saw that we can change the browser behavior but there are some limitations:

- A new call arrives on the desktop.

- You are signed out due to failover or inactivity.

- A supervisor signs you out.

Thank you,

Best Regards,

Valber Carvalho.

[dekwan]

Hi,

I would suggest trying to use HTML5 notifications. I tried a couple of JavaScript alerts, but the only thing that was successful was an alert box, which probably doesn't help too much.

Thanx,

Denise

[Valber Carvalho · Accepted solution]

Hi Denise,

Thank you for reply me.

After some tests in lab, I have tested the alert box again, but the results were not satisfactory.

So, I tried another solution: window.focus(). The lab works perfectly this way. The  Finesse/Desktop will be in front of all aplications opened when the call is disconnected, the agent will be able to click to callback during the wrap up time now.

I used IE11 and Firefox 49.0.2 during the tests.

Thank you,

Best Regards,

Valber Carvalho

[dekwan]

Hi Valber,

I'm glad that you found something satisfactory. I tried window.focus(), but it didn't work for me. It was probably because of my lab setup in terms of the browsers.

Thanx,

Denise

[Valber Carvalho]

Hi Denise,

Using IE11, I did not do anything and the window.focus() worked perfectly.

But using Firefox 49.0.2 It was necessary to change the option dom.disable_window_flip as 'false' on about:config (advanced settings)

Thank you,

Valber Carvalho