Create Custom Buttons

Salesforce allows you to customize the agent’s experience inside the application; for instance, you may want to configure a custom button in Salesforce to allow agents to open a certain page. However, when NICE inContact integrates with Salesforce, you must consider certain pieces of logic and information from the NICE inContact platform before making customizations.

This capability allows you to create any logic in the IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. script needed to capture, retrieve, or generate information or metadata about a contact and use it to drive a customized experience within Salesforce while keeping elements of the actual customized experience within Salesforce.

This means that you should assign variables to the information or metadata you want to send to Salesforce and publish them. To publish them, you must set the variable ScreenPop property to TRUE.

The Salesforce Extension stores these variables as a pipe-delimited list in a custom field on the User object, and they are available to any custom code in the Salesforce environment. A sample use case with code follows the task instructions.

Create a custom button and add it to your page layout. For instance, on the Contact object and page layout. The button could be configured to Execute JavaScript.

Create code that can access NICE inContact variables from the User.Custom_Screenpop_c field. The following code shows how to access data in this field and parse it into a collection of variable names and values for use in your JavaScript.

{!REQUIRESCRIPT("/soap/ajax/20.0/connection.js")}
// get the contents of the field
var userVal = "{!User.Custom_Screenpop__c}";
// create an array that splits on the “|” symbol
var splitVals = userVal.split("|");

// each element of the splitVals array will be in the
// format of “varName=value”, where “varName” is the variable
// name published from NICE inContact .

Publish variables from the IVR script that you want to use in the JavaScript code.

Sample Use Case

A contact center administrator wants a button that automatically creates a new case and pre-populates the contact ID and phone number. Salesforce provides a way to create a custom button and assign it to multiple layouts, so it is visible to agents in the context of their work. In this instance, the New Case button would be on the Contact page layout.

The button definition executes JavaScript code that accesses the published variables from the NICE inContact platform and opens a new Case screen in edit mode with fields pre-populated as needed.

The following sample code shows you how to take variables from the IVR script and create a button that will create a new Case object and pre-populate it with values from the script.

{!REQUIRESCRIPT("/soap/ajax/20.0/connection.js")}
var userVal = "{!User.Custom_Screenpop__c}";
var splitVals = userVal.split("|");

// this is the main URL that we will pop…
// we will add a query string to it that auto-populates
// values in the new case object. “/500” means “a case”,
// and “/e” means “open in edit mode”. These are
// Salesforce conventions.
var mainUrl="/500/e?"

// These are Salesforce field names that can be used on
// the query string to prepopulate. “cas4”
// is the name of the “accountName” field on the
// contact. “cas3” is the “contact name”. The
// other field names are for custom fields (such
// as a product family lookup field, a field for
// the NICE inContact  “contact ID”, the ANI, etc.
//
// Consult the Salesforce community for information about
// the format of URL’s that prepopulate field values on new
// objects.
var accountName="cas4="
var contactName="cas3="
var ani="00N70000002Ur4E="
var caseProductFamily="00N70000002Hmyh="
var contactId="00N70000002WnS6="
var type="cas11=Phone"
var finalUrl=""
								
function Begin() {
	// for each variable from the platform,
	// check to see if it’s one of the variables
	// with a value we need to pre-populate. If
	// so, we should save its value and add it to
	// the appropriate variable, so we can build
	// the final URL.
		for (var i = 0; i < splitVals.length; i++) {
			var keyValue = splitVals[i].split("=");
			if (keyValue[0].toLowerCase()=="accountname") {
				accountName = accountName + keyValue[1]
			}
			else if (keyValue[0].toLowerCase()=="contactname") {
				contactName = contactName + keyValue[1]
			}
			else if (keyValue[0].toLowerCase()=="ani") {
				ani = ani + keyValue[1]
			}
			else if (keyValue[0].toLowerCase()=="case_product_family") {
				caseProductFamily = caseProductFamily + keyValue[1]
			}
			else if (keyValue[0].toLowerCase()=="contactid") {
				contactId = contactId + keyValue[1]
			}
		}

	// construct the final URL
	finalUrl = mainUrl + accountName + "&" + contactName
	finalUrl = finalUrl + "&" + ani + "&" + contactId
	finalUrl = finalUrl + "&" + caseProductFamily
								
	// this bit of code checks to see if we are running
	// in the Service Cloud Console… if we are, we call
	// “srcUp()” which opens the new case object in an SCC
	// tab. Otherwise, we just open the new case object.
	if (typeof(srcUp) == 'function') {
		srcUp(finalUrl)
	} else {
		window.location=finalUrl
	}
}
Begin();