Auto-launch an Intent Task on a customized Interaction
we created in our environment (using CS 8.1 on PRPC 8.1) a new Intent Task that is supposed to auto-launch whenever a Call Interaction starts based on the logic defined in an Intent When rule (at the moment, just for the sake of testing, the rule simply checks if the Interaction pxObjClass equals ...-Work-Interaction-Call to auto-launch the Task for this specific channel).
The auto-launch corretcly works if we use the pre-built Flow CPMInteraction: after the Search Contact step is completed, our task is automatically launched together with the OOTB Task Sales Negotiation.
However, we cannot use the OOTB Flow CPMInteraction because in our scenario we don't need any of its functionality. We then overridden the CPMInteraction Flow in our Application Ruleset designing a simple Flow (Start shape, set Properties HeaderVisible and DriverVisible to true, Assignment shape, End shape). Using our Flow, however, the task does not auto-launch neither when the Interaction starts, nor when the Assignment is completed (this action completely closes the Interaction when the Flow reaches the End shape).
Is there something we have to add to Flow to make the auto-launch work?
Evaluation of intent task is happening in 'CPMEvaluateIntentTask' activity which is getting called from 'CPMPerformDefaults' and it is from Work-Perform activity. You need to use Perform harness in the assignment which is configured to open Interaction, so that work-Perform activity will get triggered. Go through OOTB 'CPMInteractionDriver' flow and check 'Initial Process Task assignment' for your reference.
I achieved a similar solution by saving the whole Interaction Flow and then, by trial and error, excluding its components one by one to find which one was required for the Interaction to correctly work and which could be safely removed.
Is there any document and/or Community Post that contains a low level description of how existing Interactions work? Both the Advanced training course and the Implementation Guide are extremely high level and we cannot find any documentation that actually explains what are the fundamental blocks of an Interaction that we need to replicate whenever we have to override an OOTB Flow.
Posted: 2 years ago
Posted: 27 Sep 2019 11:54 EDT
Amit Patel (Amit_Patel)
Director, Customer Service Engineering
Hi, There are a few parts to auto launching a service process. From your post, it looks like you already updated the intent task rule to auto launch based on an intent when condition. The second part of it is the intent evaluation that determines which task should be auto launched and sets the intent type to "launch". The third and final piece that is needed is the section CPMAutoLauchServiceProcess somewhere on your Interaction page. This is included in the interaction driver area on the left hand side of the interaction. It iterates over the task list and launches the ones set to "launch".