Non contact center users (3 Comments)

Content

One of the most common problems that we are facing in RightNow is that the call center wants to forward the incident to an external, non RightNow user and automatically insert his reply into the incident's thread as private note (non visible to the customer).

The solution includes:

1. The creation of an account (ex. Partner contacts)

2. The creation of several contacts under this account

3. The definition of the following Incident statuses: "Forward to partner", "Forwarded", "Reply from partner"

4. The addition of an extra Contact (partner) field in the Incident entity

5. The creation of a report that displays only the contacts that belong to "Partner contacts" account. This report is used by the additional incident field (see above)

6. The definition of two Rules: "Send Partner Email", "Handle Partner Reply".

7. The definition of two processes: sendEmail, addPrivateNote that are triggered from "Send Partner Email" and "Handle Partner Reply"

The flow is as follows:

1. The agent defines the Partner and changes the incident's status to "Forward to partner", the status can be also changed using workspace rules.

2. The agent saves the incident and the "Send Partner Email" rule triggers the sendEmail process.

3. The partner receives an email regarding the incident. The subject of the email is the incident ref number.

4. The partner replies to the email and triggers the "Handle Partner Reply" rule and the addPrivateNote process.

5. The system parses the body of the email and inserts the text as a private note under the incident.

Version

Service Cloud

Code Block

<?php

/*
 * CPMObjectEventHandler: sendEmail
 * Package: Public
 * Objects: Incident
 * Actions: Create
 * Version: 1.3
 */

use RightNow\Connect\v1_3 as RNCPHP;
use RightNow\CPM\v1 as RNCPM;

class sendEmail implements RNCPM\ObjectEventHandler {
    /*
     * create a new email message with all the threads and send it to the
     * non-contact center user
     * */

    public static function apply($run_mode, $action, $obj, $n_cycles) {
        if ($obj->CustomFields->Public->Contact != null) {
            $mm = new RNCPHP\MailMessage();
            $mm->To->EmailAddresses = array($obj->CustomFields->Public->Contact->Emails[0]->Address);
            $mm->Subject = 'Ανάθεση περιστατικού ' . $obj->ReferenceNumber;
            $messageBody = '<h2>Ιστορικό συνομιλίας με τον πελάτη</h2>';
            foreach ($obj->Threads as $thread) {
                $messageBody .= sprintf("<h3>%s - %s</h3><p>%s</p>", $thread->EntryType->LookupName, date("d/m/Y H:i", $thread->CreatedTime), $thread->Text);
            }
            $mm->Body->Html = $messageBody;
            $mm->send();
        }

        return;
    }

}

class sendEmail_TestHarness implements RNCPM\ObjectEventHandler_TestHarness {

    public static function setup() {
        return;
    }

    public static function fetchObject($action, $object_type) {
        return RNCPHP\Incident::fetch(11705);
    }

    public static function validate($action, $object) {
        return true;
    }

    public static function cleanup() {
        return;
    }

}



<?php

/*
 * CPMObjectEventHandler: addPrivateNote
 * Package: Public
 * Objects: Incident
 * Actions: Create
 * Version: 1.3
 */

use RightNow\Connect\v1_3 as RNCPHP;
use RightNow\CPM\v1 as RNCPM;

class addPrivateNote implements RNCPM\ObjectEventHandler {
    /*
     * if the new incident has thread and the subject contains
     * an incident reference number then search for the incident, insert the thread text
     * as private note and delete the new incident
     * */

    public static function apply($run_mode, $action, $obj, $n_cycles) {
        if (count($obj->Threads) > 0) {
            $note = $obj->Threads[0]->Text;
            $matches = null;
            preg_match('/(1|2)[0-9]{5}-[0-9]{6}/', $obj->Subject, $matches);
            if (count($matches) > 0) {
                $incidents = RNCPHP\ROQL::queryObject("SELECT Incident FROM Incident I WHERE I.ReferenceNumber = '" . $matches[0] . "'")->next();
                while ($incident = $incidents->next()) {
                    $incident->Threads = new RNCPHP\ThreadArray();
                    $incident->Threads[0] = new RNCPHP\Thread();
                    $incident->Threads[0]->EntryType = new RNCPHP\NamedIDOptList();
                    $incident->Threads[0]->EntryType->ID = 1; //private note
                    $incident->Threads[0]->ContentType = new RNCPHP\NamedIDOptList();
                    $incident->Threads[0]->ContentType->ID = 2; //html content type
                    $incident->Threads[0]->Text = $note;
                    $incident->StatusWithType->Status->ID = 105;
                    $incident->save();
                    $obj->destroy();
                }
            }
        }

        return;
    }

}

class addPrivateNote_TestHarness implements RNCPM\ObjectEventHandler_TestHarness {

    public static function setup() {
        return;
    }

    public static function fetchObject($action, $object_type) {
        return RNCPHP\Incident::fetch(11705);
    }

    public static function validate($action, $object) {
        return true;
    }

    public static function cleanup() {
        return;
    }

}

Non contact center users (3 Comments)

Content

Version

Code Block

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