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

Question asked by valbercarvalho on Nov 9, 2016
Latest reply on Nov 10, 2016 by valbercarvalho

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.

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