INDICATE

Allows you to add custom functionality to the agent application. This action adds an icon that the agent clicks to initiate the custom function. These icons in the agent interface can be used to run or signal a script, open a URL, or build basic web-based forms and process their data.

Dependencies

• An indicator must also be turned off in the script or it will continue to appear in the agent interface after the contact has ended. Typically, two Indicate actions are used, one to turn the button on and another to turn the button off.
• Because the Indicate action is so flexible, be very careful programming and test the script thoroughly.
• Ensure that the link used with the Image File property is valid. A broken link can cause severe performance issues for your CXone Mpower servers.

• MAX uses a predefined set of images for all indicators, based on the Action Type. Specifying an image with the Image File property with MAX won't change the images that agents see.

• For digital scripts: Select Agent for the Target property and set TargetIDs to the {AgentID} variable.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item	SMS	Digital

Comparison of Similar Actions

The following actions have similar functions, but with some key differences: 

• Runapp: Initiates custom functionality from the script, specifically launching a form, webpage, or application.
• PopURL: Opens webpage URLs and provides options for the location and styling of the panel that pops the webpage.
• Indicate: Extends the agent interface with custom functionality, specifically an icon that the agent clicks to initiate the custom function. This is similar to Runapp, except that with Indicate, the Action Type is initiated by the script rather than the agent.

Input Properties

These properties define data that the action uses when executing. All properties of this action accept variable substitution. To do that, enter the variable in the property field. Enclose the variable in curly brackets ( { } ).

Property	Description
Add Caption	Change the Caption to something that uniquely identifies this action in the script. The IVR Press Path report includes the action name and caption. Descriptive, unique captions make the reports easier to read and understand.
Target	Select the recipient type from the drop-down: Agents, Team, Skill, Everyone, Contact. The Everyone option has been deprecated. For digital scripts, you must select Agents. Contact ID: When the target is Contact, enter the target contact ID in this field. Agents: When the target is Agents, select one or more agents from the drop-down list. Team: When the target is Team, select the target team from the drop-down list. Skill: When the target is Skill, select the target ACD skill from the drop-down list. Everyone: When the target is Everyone, you don't need to provide additional information. You can use variable substitution for these properties.
Name	The name or identifier of the icon or button added by indicate . You can use any name or number. Names are not case sensitive. Typically, you need two indicate actions for each button. One instance of indicate enables the button and the other disables the button. Both instances should have the same Name. This groups them together so the script can track which Indicate option is turned on or off. If you have multiple Indicate actions in use, this name is used to track which Indicate action is turned on or off.
State	Select On to have this action enable the button or Off to have this action disable the button.
Image File	The URL of an image file in the directory on your CXone Mpower system. This is the image used as the icon that agents click on in the agent application. The file must be a GIF, JPG, or PNG and 16x16 pixels in size. This property is required when using the Indicate action in Salesforce Agent or Salesforce Agent Lightning. Warning A broken link for ImageFile can cause severe performance issues for the associated business unit. When using custom icons, it is important to verify that the link is accurate.
Tool Tip	The text that appears when the cursor hovers over the indicator icon or text.
Action Type	Select what you want to happen when the agent clicks the icon added to the agent application by this action. Based on the option you choose, one or more fields appear so you can configure the appropriate information for that action. The action types are:  Open URL: Opens the default web browser to the URL specified in the URL field. Run EXE: Do not select this option. It runs a local executable, but requires a Java plugin that only works with Internet Explorer. CXone Mpower does not support Internet Explorer. Spawn Script: Spawns the script specified in the Script Name field and passes the specified Skill # and Parameters. To learn more about specifying parameters for spawned scripts, see the Spawn Script help page. Signal Script: Signals the script specified by the ID in the Contact IDfield and passes Parameters. Show Custom Form: Launches a custom HTML form. Paste the HTML code for the form into the HTML property. The captured data from the custom form triggers the ONDATA event action in the script. If you select this option, see the Custom Form section on this page for information about how to enter the HTML form code in this field.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
Error	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.

Custom Form HTML

If you want INDICATE to display an HTML form, you must paste the HTML form code in the HTML field. This field appears when you select Show Custom Form as the Action Type. When you select this option: 

• You can use HTML and CSS that a modern browser can support. Any standard form input fields may be used, including Input, Textarea, Password, Checkbox, Radio, Select, Button, and Submit.
• Do not include the <form> tags.
• Each input field must contain a name. For example, <input type="text" name="phone">. Fields without a name are ignored. Names and values are returned to the script as variables using the Ondata action. If the script is missing the Ondata action then the form will be useless. Form fields that support multiple values, for example Checkbox and Select, will contain a comma-separated array.
• Multiple submit buttons can be used using the same or different names, but any submit button will submit the data and close the window. If you want a button that doesn't submit, then use a button rather than a submit.
• Linked stylesheets are not supported but inline styles are supported. For example, <div style="position: absolute: left: 10px: top: 100px:">.

• JavaScript will work when linked to an external JavaScript, but content must be HTTPS to avoid errors. For example:

  <script type="text/javascript" src="https://www.example.com/test.js"></script> <INPUT TYPE="button" NAME="button" Value="Click" onClick="MyFunction(this.form)">

• Some characters used in HTML and CSS are interpreted as code, such as double quotes. To get around this, use the .char() function to add the character where it belongs. For example:

  //The double quotes in the HREF tag cause a problem:
ASSIGN html = "ASSIGN html = "<a href="https://www.w3schools.com">Visit W3Schools</a>""
//To get around that, replace those double quotes with the char equivalent:
ASSIGN html = "ASSIGN html = "<a href={char(34)}https://www.w3schools.com{char(34)}>Visit W3Schools</a>"

Tips and Tricks

Fieldset and Legend are supported for laying the forms out in a more readable fashion. Inline styles could be applied to the HTML entities. For example:

<fieldset>
	<legend>Gender:</legend>
	<input type="radio" name="gender" value="male"/>Male
	<input type="radio" name="gender" value="female"/>Female<br/>
</fieldset>

Script Example

This example demonstrates how to incorporate the Indicate action into a script. It includes examples of how to pass different types of data to the spawned script. An example of a spawned script is included in the downloadable ZIP file. This is an example to show how this action can be used in scripts. It is not intended to be a complete script. Additional scripting may be required.

Download this script.