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Old 05-13-2015, 07:25 AM
frade2 frade2 is offline
Join Date: Jan 2014
Posts: 38
frade2 has 11 reputation points
Default EMC Desktop Hanged/freezed when using iexplore.exe as External Application

Hi experts,

I have an Elite Multichannel enviroment, where I have to open an URL between work item, when call from specific VDN is established in Agent Desktop.

We have found a solution (which we think is the best) using external application iexplore.exe, and configuring "External Application 1" and also using Rules with specific URL based on the VDN of the incoming call. Let me show you what i have configured in the .ini file (we dont use templates):
[External Application 1]
Display Delay Interval Seconds = 1
Display In Tool Window = False
Allow Tool Window To Dock Bottom = True
Allow Tool Window To Dock Top = True
Allow Tool Window To Dock Left = True
Allow Tool Window To Dock Right = True
External Application Name = iexplore.exe
External Application Command Line =
Title Text = 060
Allow To Close = True
Launch Application When Host Started = False
Incoming Call VDN List =
Icon File Full Path = ExternalApp.ICO
Tool Window Key =
Focus Application When Window Selected = True

Rule2 = When Voice.WIEstablished And CalledDN = 1993001 Do ReturnEvent Container.LaunchNewExternalApplicationWindow,exter nalAppConfigSectionName=External Application 1,externalAppCommandLine= ntID=%AgentID%&StationDN=%StationDN%,callIDToClose WindowWhenCallDropped=%CallID% Then Stop Else Stop

This solution "works" but often we have found, in certain scenarios (not always the same...ie when agent drops the call etc...) the EMC Desktop freezes and we have to restart again because it doesnt work. We have test without external application and works much more better.

Please, Could you confirm me if I 'm using external Application to upen an URL as is suppose to work, or i have to do some other thing?
Do you have any idea why EMC Desktop freezes or why is happening this behaviour?

You all are my last hope

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