The 'Startup Application' page provides allows you to configure applications which should be triggered when a service task is received. This configuration is used by the Agent Assistant (AA) application, installed on your Agent (Client) PCs. .

(lightbulb) Usually these applications are CRM's or Ticketing Tools, but you may configure this to whatever additional tools needed.

The 'Startup Application' page is accessible via Settings -> Agents -> Startup Application:

To add a new entry, click on "+Add". You can also click an existing entry to view its details:

Startup Application Details


The Startup Application panel contains the following settings to configure:

Control Name

Description

Name

Startup Application (Configuration) name.

Organization Unit

Select Organization Unit to which the startup application will be assigned.

Description

Startup Application configuration description.

Application Details

Note: Some elements only appear based on the "Type" of Application selected

Path

  • Shell Command:  contains the path to the EXE to be executed.
  • MefModule: contains the name of the Module to start (Name of DLL without its extension).

Parameter

Contains parameters which are passed as arguments to the EXE. Or it contains e.g. URL to load on default browser.

(tick) Placeholders can be specified by adding {<n>} to the string:

  • Position '0' will be filled with the caller number,
  • Position '1' with the service number
  • Position '2' with the agent number.

Start if anonymous calls

If checked, CRM integration is triggered for anonymous callers.

Close at hang up

Indicates if Agent Assitant application should try to close the opened CRM instance (if standalone application) after call has been hung up.

Start Type

Indicates when the integration is triggered.

  • At AnswerCall
  • At Ring

Type

  • B2E Portal. This module was developed by Luware to meet special customer requirements.
  • MefModules are implemented integrations into CRM. This module was developed by Luware to meet special customer requirements.
  • Shell Command can be used to trigger EXE's on the agents PC or start simple URL in the default browser.
  • Web GET Request Module
  • KSD Module. This module was developed by Luware to meet special customer requirements.
  • Zendesk Module. This module was developed by Luware to meet special customer requirements.

(tick) For Shell Command and Mef Module types a “Parameter” value and "Path" is required.

(info) Related Use Cases: Some examples how this feature is applied → Use Case: Using AA Startup Application Modules

Regex Setting


Set For Service

Regex (and replacement) to be applied to the service SIP URI (Service is either the service's phone number or if it does not exist).

Set For Caller

Regex (and replacement) to be applied to to the caller's phone number (parsed from the conversation's subject). If the subject contains SIP-Address (internal or federated call to service), the system tries to parse the work phone from this contact.

Set For Agent

Regex (and replacement) to be applied to the agent (Work Phone of the agent otherwise empty)