VBScript Lua
This example demonstrates the usage of the FreshserviceIntegration - Check Status and FreshserviceIntegration - Create Note GSE actions.
It is assumed to be used on a support help desk, where only callers with a valid ticket id are getting connected. Additionally all call details will be added as private note to the ticket at the end of the call.
To install it:
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Open the Call Routing Manager of your desired SwyxWare user.
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Click the "New Rule..." button.
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Select "Graphical Script Editor" and click Ok.
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Within the GSE open the File | Import... menu and click No.
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From the download package select the following file:
For VBScript usage:VBScript based\rse\Check Status and Create Note.rse
For Lua usage:Lua based\rse\Check Status and Create Note.rse -
You need to make some modifications to make it work:
(1) - Make all needed configurations according to 3.3 - Check Status
(2) - Make all needed configurations according to 3.2 - Create Note
After a call has been completely handled by the call routing script and also afterwards by an agent (and finally disconnected), you will find the following call details added as a private note within the ticket:
04.09.2024 21:17:34 : Incoming call from 'Test User', 101 04.09.2024 21:17:55 : Ticket validated. 04.09.2024 21:18:04 : Call connected to Agent 1 04.09.2024 21:19:41 : Call connected to Agent 2 04.09.2024 21:22:17 : Call disconnected.
By Tom Wellige
