How to use Client Actions

+ Cloud and Self Hosted

Trainings Video

Overview

Client actions allow you to transfer data to third-party applications for further processing (e.g. a CMS web application with customer data). Client actions can be controlled manually or work fully automated.

Create a new Action

The client actions can be found in the Client Settings.

1. Open the Client Settings via the pascom Menü

2. Click on Client Actions in the Settings menu

3. Create a new action using Add Action.

Pass data to URL or application

At this point, you must decide whether you want to pass data to a URL (e.g. a web application) or to a application installed on your computer.

Edit an Action

Here you determine which data you want to pass and how your action should behave. In our example we transfer the phone number of the caller to a URL.

Set a Name

Assign a unique name to the action at Name, because you can create several actions and therefore you can see immediately what the action does.

Set the URL

At URL set the address of your web application, followed by a variable and the data you want to pass.

Example

Description	Parameter
URL	www.webadress.com
Variable of the web application	?phone=
Data from the pascom client	${number}
Result	www.webadress.com?phone=${number}

pascom parameters that can be used

Parameter	Description
${name}	Contains the name of the caller, resolved from the phone book
${number}	Contains the phone number of the caller
${MDC_LABEL-X}	Contains the system variable of a label of the caller
${MDC_SKILL-X}	Contains the system variable of a skill

Run actions automatically

Actions can be started automatically in connection with the call direction and a call result for the following call types.

1. Internal calls from colleagues
2. External calls on the own extension
3. External calls via a team / queue

Call direction for automatic actions

For Call direction, specify whether the action should start automatically for incoming, outgoing or both call directions.

Trigger event for automatic actions

In the Trigger event item, set when the action should start automatically. Already during ring, after accepting the call or when Hanging up the call.

Start actions manually

Actions can also be executed or started manually at any time. For actions that apply to the respective call, you will find a Action open Button.

Start actions manually with one click

1. Click on the Action open button for an incoming call and A popup will also show you the name of the action that will be executed.
2. Actions can also be started directly from the call journal. There you will find the same Action open button.

Work with data in a third-party application

Of course, you should also process the data that you transfer to a third-party application (e.g. search for phone numbers in a CMS web application). Here you can be creative.

Transfer data from pascom client to external application

1. As you can see in the graphic above, the URL was given the telephone number of the customer, which can now be used externally.

Manage Actions

In the Client Settings you can manage your actions. Add new actions, remove existing actions and favor actions that should be used by default.

Manage your actions in the pascom client

1. Deactivate actions that you temporarily do not need.
2. Click on an action to edit it.
3. Please note that one action must always be marked as favorite*. A single action is therefore always favorite.

Client Aktions Troubleshooting

Debugging the actions with the help of the client log

The execution of actions is recorded in the client log files of the pascom client. Thus one receives also return values of applications, to which one passes data. If e.g. Powershell (Windows) complains about the execution guidelines, this is logged as output values.

How to correctly escape parameters

Tokens with spaces can be surrounded by double quotes; three consecutive double quotes represent the quote character itself.

Pass data to Powershell(Windows)

The following app action usage example passes data to Powershell, which then executes a script.

Powershell Script Example:

param(
[Parameter(Mandatory=$true)][string]$number
)

Invoke-WebRequest -URI "https://example.com/action1?number=$number"

pascom Aktion Example:

1. Choose App-Action

2. App-Path: powershell.exe

3. App-Parameter:

{{-noprofile -ExecutionPolicy UnRestricted -File C:\...\incoming-call-notification.ps1 -number ${number} }}

In the action we pass the caller's phone number in the ${number} variable to Powershell, where the script processes the phone number further.