VBScript Lua
This example demonstrates the usage of the FreshserviceIntegration - Create Issue and AzureTTS (text-to-speech) GSE actions.
You need to have the AzureTTS (text-to-speech) Open ECR Extension installed beside the Jira Service Integration.
It asks for an issue id (close id with #), checks the status and announces its details.
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 and Announce Status.rse
For Lua usage:Lua based\rse\Check and Announce Status.rse -
All needed configuration is done via GSE Rule Parameters directly in the Call Routing Manager.
For all Freshservice... parameters please refer to Freshservice 3.1 - Create Ticket for instructions.
For all Azure... parameter please refer to AzureTTS 3.1 - Usage for instructions.
EnterTicketID
Name of the annoucement wav file to be played when you have to enter the Freshservice ticket id.
It should announce something like "Please enter your Freshservice Ticket ID (the trailing number only) and finish with the # (hash) key."
Default: beep.wav
StatusAnnouncement
The text of the status annoucement. You can make use of placeholders, to insert current values:
#ID# - the ticket id
#STATUS# - the current status of the ticket
#UPDATE# - the date/time of the latest modification of the ticket
Default: The current status of ticket #ID# is #STATUS# and it was modified latest at #UPDATE#
FailedAnnouncement
Name of the announement wav file to be played if either the Freshservice or the Azure request fails.
Please refer to Freshservice 3.4 - Trouble Shooting or AzureTTS 3.2 - Trouble Shooting for information on how to figure what went wrong in detail.
Default: beep.wav
Hint:
It makes a lot of sense to use the AzureTTS (text-to-speech) extension once to create the annoucement files for EnterTicketID and FailedAnnouncement. This ensures that the entire call routing uses the same voice.
To do so, just use the A.1 - Example: Announce Text example and use an Insert Script Code block right behind the Played exit to copy the generated temporary wav file to a permanent location.
This only works with the VBScript version of the extension.
Dim fso Set fso = CreateObject("Scripting.FileSystemObject") fso.CopyFile g_sAzureTTS_LatestWavFile, "C:\MyFiles\" Set fso = Nothing UseExit = 0
By Tom Wellige
