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Appendix F: CTI Flow Blocks

If-else#

Change the flow of your script depending on value of fields you fetch or store. This is a simple "if-else" utility for your flow.

HTTP Request#

Make an HTTP request.

Get Property#

Fetches a property from the local data store. You can access a property you have retrieved from the local store by referring to the return value of this block.

Get All Properties#

Returns all stored properties.

Format Phone Number#

Formats a phone number for a country code.

Format Phone Number (E164)#

Formats a phone number for a country code in E164 format.

Format a Date object#

Returns a formatted date.

Is Truthy?#

This is a utility to branch your flow depending on the truthiness of a value.

Set Property#

Assigns a value to a property in the local data store.

Log to Console#

Sends a static or dynamic value from an action to a logger.

Show Modal#

The command to open modal.

Enable Click To Dial?#

The query to determine whether Click to Dial should be enabled.

Enable Click To Dial#

The command to enable Click to Dial.

Disable Click To Dial#

The command to disable Click to Dial.

Get App View Info#

The command to get App View information.

Get Softphone Layout#

The query to get softphone layout.

Get Agent Workload on Salesforce#

Returns the agent's current workload.

Complete High Velocity Sales Work With Task Saved#

This methods allow your CTI implementation to communicate with High Velocity Sales (HVS) to handle HVS work.

Refresh View#

The command to refresh the view.

Show Softphone Panel#

The command to show softphone panel.

Hide Softphone Panel#

The command to hide softphone panel.

Set Softphone Panel Height#

The command to set the height of softphone panel.

Set Softphone Panel Width#

The command to set the width of softphone panel.

Screenpop Object#

The command to open a screenpop with information from object.

Screenpop Url#

The command to screenpop a url in a new browser tab or browser window.

Screenpop Object Home#

The command to screenpop to an object's home page.

Screenpop List#

The command to screenpop a list view.

Screenpop Search#

The command to screenpop search results based upon the search input. Not to be consued with "Search And Screenpop."

Screenpop New Record#

The command to screenpop to a new record of the specified type with specified default field values.

Search And Screenpop#

This command searches objects specified in the softphone layout for a given string. Returns search results and screen pops any matching records. Not to be consued with "Screenpop Search."

Run Apex#

The command to run an apex method. Make sure the apex method is in a class that extends the AC_Utils class, and your class must be specified in the extensions list of AC_CtiScript__c.page Visualforce page. See the Salesforce documentation for an example.

Get Agent State from Salesforce#

The command to get an agent's state.

Set Agent State on Salesforce#

The command to set an agent's presence state on Salesforce.

Login Agent on Salesforce#

The command to login an agent on Salesforce.

Logout Agent on Salesforce#

The command to logout an agent on Salesforce.

Save (or Create) a Record#

The command to save or create a Salesforce object.

Create a Task#

The command to create a Task. (The Subject of the task will be a string made up of upto 3 field values.)

Is Contact "Do Not Call"?#

The query to check if the Contact requested not to be called.

Dial Number#

The command to dial a phone number or to conference to an endpoint.

Mute Agent#

The command to mute the agent.

Unmute Agent#

The command to unmute the agent.

Get Agent Status from Connect#

The command to get the current presence status of the agent from Connect.

Set Agent Status on Connect#

The command to set the current presence status of the agent on Connect.

Set Agent Status By Name on Connect#

The command to set the current presence status of the agent on Connect by name of the state.

Set Agent as Available on Connect#

The command to set the current state of the agent to "Available."

Get Quick Connection List#

Gets the list of quick connects available to the current agent

Get Transfer Connection List#

Gets the list of quick connects available to the current agent.

Get Endpoint by Phone Number#

Generates and returns an endpoint for a provided phone number.

Get Available Agent States#

Gets all of the available agent states including custom states.

Get Agent Name#

Returns the agent's user friendly display name for the agent.

Get Agent Extension#

Returns the phone number that is dialed by Amazon Connect to connect calls to the agent for incoming and outgoing calls, if softphone is not enabled.

Get Agent Deskphone Number#

Returns the phone number that is dialed by Amazon Connect to connect calls to the agent for incoming and outgoing calls, if softphone is not enabled.

Is Agent Softphone Enabled?#

Checks if agent softphone is enabled. Branches in different directions if it is or not.

Change Agent to Softphone#

Changes the current agent to softphone mode.

Change Agent to Deskphone#

Changes the current agent to desktop phone mode with the specified phone number.

Get Agent Configuration#

Returns the phone number that is dialed by Amazon Connect to connect calls to the agent for incoming and outgoing calls, if softphone is not enabled.

Get Agent Dialable Countries#

Returns the list of dialable countries for the current agent.

Create Task Contact#

The command to create a task contact that is sent to the provided quick connect endpoint. The quick connect must be available to any queue the agent has access too.

Get Contact Attribute#

The command to get value of an attribute from the contact in the current session.

Is Voice Contact?#

The command to determine if the contact is a voice contact.

Is Chat Contact?#

The command to determine if the contact is a chat contact.

Is Task Contact?#

The command to determine if the contact is an amazon connect task contact.

Is Contact Inbound?#

The command to determine if the contact is inbound.

Is Contact Transfer?#

The command to determine if the contact is transferred.

Is Callback?#

The command to determine if the contact is a queue callback.

Get Contact Properties#

The command to get properties of a contact.

Get Customer Phone Number#

The command to get customer phone number of a contact.

Get Contact Interaction Metadata#

The command to get metadata about a contact interaction.

Pop Task Contact's Reference Urls#

The command to pop any reference urls if the contact is a task. Returns the number of urls popped.

Query value#

The query to execute an arbitrary SOQL statement and returns the results.

Get Salesforce Lead Id#

The command to get a salesforce lead id using a formatted phone number.

Open Salesforce Primary Tab#

Opens a new primary tab to display the content of the specified URL.

Open Salesforce Sub Tab#

Opens a new subtab (within a primary tab) that displays the content of a specified URL.

Get Focused Primary Tab Object Id#

Returns the object ID of the primary tab on which the browser is focused.

Get Focused Subtab Object Id#

Returns the object ID of the subtab on which the browser is focused.

Call jQuery Method#

Perform a method call on a jQuery selection with your arguments.

Replace String#

Perform a .replace() method on an input string.

Text Starts With Value#

Checks whether a text input starts with one of the values.

Text Ends With Value#

Checks whether a text input ends with one of the values.

Join Strings#

Concatenates 2 values into a string.

SOQL Query#

The query to execute an arbitrary SOQL statement and returns the results.

Multiply#

Multiply two numbers.

Divide#

Divide two numbers.

Get Tab Object Map#

Returns a map of all visibble primary tabs and their associated objects (if available).

Close Salesforce Tab#

Closes the Salesforce with a given id.

Delay#

Delays execution for a period of time. (Keep in mind that your flow may be stopped if it runs longer than the maximum allowed execution window of 10 seconds.)

Get Primary Tab Ids#

Returns all of the IDs of open primary tabs.

Get Tabs With Matching Url#

Returns the ids of the primary tabs with the url matching a provided string.

Length#

Returns the length of a value.

Slice#

Returns the slice of a value.

Cast a Value to a Type#

Cast an input value to a Javascript type, such as Number or String.

Get CCP Logs#

The command to get the logs of agent from Connect.

Clear All Properties#

Clears all stored properties.

Unset Property#

Removes the value assigned to a property in the local data store.

Show Attributes#

This command displays the contact attributes in the CCP overlay.

Is Task Contact?#

Check if the contact is a task

Create Task Contact#

Creating a new task contact with certain inputs.

Pop Task Contact's Reference Urls#

Pop any reference urls that are related to the task contact

Start Recording#

Use the contact recording API to start recording the call.

Stop Recording#

Use the contact recording API to stop recording the call.

Update Contact Attributes#

Use the Connect API to update the attributes of the current contact.

Get Payload#

Retrieve the payload of the CTI Flow. (The payload can be configured by CTI Actions.)

Send Data to CCP Overlay#

Send an object to Data panel of CCP Overlay.

Leave a Voicemail#

Use Voicemail drops to leave a voicemail.

Destroy Agent Connection to Live Contact#

Destroys destroy the agent's connection to any live contact that is currently being handled by the CTI Flow. This is being deprecated for contacts in ACW. Use the ClearContact block for Clear ACW functionality.

Clear Contact#

Clears a contact that is no longer being worked on - i.e. it\'s one of ERROR, ACW, MISSED, REJECTED.