PopIncidentByRefNo

The PopIncidentByRefNo template creates a script that searches the server for a specific incident record and then opens the record for editing.

When you click the Template Script PopIncidentByRefNo, this window opens.

The first box is the ServerSearch. This ServerSearch searches against the Incident objects for the Reference Number of the current interaction. The value of the {IVR_Incident_ID} comes from the IVR and ID of the interaction will be set to the Query_Incident_ID attribute.

The Next Object tab is for telling the script what to do next. In this case, it is going to the Conditonal object.

Next is the Conditional object.

The Condition above states that: If the count of Incident ID = 1. This means that one record was found.

The True Action is: Then pop the Incident information.

The False Action is: Else pop the Incident information. At first glance, this seems to be doing the same thing whether True or False, but as you see in the next screen shot there is an Incident object if True and a different Incident object if False. These finish off the Then and Else of the condition.

On the Incident object of the True side, it is saying pop the record as an Edit record. So it has found the Incident record for the person on the phone and it is popping it as an edit form.

It uses the ID as the matching field.

There are no Events chosen.

To have an Event happen after the action, click the Handle Event checkbox and the options become available. You can then choose what happens when the evet is fired from Oracle Service Cloud. These events come from the workspace record in Oracle Service Cloud.

On the False side, it is saying to pop a New record for the Incident form. This is because it did not find the contact in the current Incident data and needs to create a new Incident.

Since it did not find a contact, there is nothing passed to the new record.

There are no Events chosen.

Summary of the script:

1. Gets the ANI from the IVR.

2. Looks in the Incident data for a match to the caller.

3. If it finds a match it sends that information to the Oracles Service Cloud client and pops the Incident on the screen.

4. If it doesn't find a match it teslls Oracle Service Cloud client to pop a new Incident record.