Rainbow allows you to retrieve information about incoming phone calls. You can use this information by injecting it into another application.
With this "Computer Telephony Integration" you can benefit from Rainbow information combined with another database.
Note: This function is available with the Rainbow Desktop Application and the configuration must be done on each computer.
A specific configuration is required for each software you want to use for this type of integration. This article presents an example of integration between Rainbow and MicroCRM software.
Feel free to download the folder attached to this article who include all you need to test this feature.
Create the custo.manifest file
This file contains a list of actions to be performed during a predefined event. At the moment, the available action is "on-incoming-pbx-call-actions".
- Create the "custo.manifest" file in the folder of your application and copy paste the exemple bellow.
- Define the path of the application you want start during an incoming Telephone Call in the line "Url".
- Define the actions you want performed in the line "Params". This line depends to the application your want use.
Note: This exemple presents a "params" line who filled the field -number in MicroCRM with the data ${caller.phoneNumber}
{
"version" : "1",
"extension-points" : {
"on-incoming-pbx-call-actions" : [
{
"name" : "actionIn",
"command" : {
"url" : "C:\Program Files (x86)\MicroCRM\MicroCRM.exe",
"params" : "-number ${caller.phoneNumber}"
} } ] }
}
Update the Rainbow settings file
Once your "custo.manifest" file is ready, you have to link it to your Rainbow Desktop Application.
- Open the folder "D:\Users\****\AppData\Roaming\Alcatel-Lucent Enterprise\Rainbow"
- Open the settings file who save your Rainbow preferences.
- Add a line "customizationDirectory". As presented in the exemple bellow, define the path of the folder where is your "custo.manifest" file.
{
"outlookPresent": true,
"useOutlookAddIn": true,
"autoStart": true,
"customizationDirectory": "C:\\Alcatel\\MicroCRM",
"audioProfile": "headset",
"automaticDND": false,
"showSearchBar": true,
"hideOnMinimized": true,
"minimizeOnClosed": true
}
Next step: Something is missing? Feel free to use the Community to get help or suggest an improvement!
Comments
21 comments
Hi Quentin,
in example posted there is an error on "custo.manifest", in fact you have insert
Marco
Hi, even with this correction I don't succeed to make it work....
help appreciated
Sam
Hello Marco,
Thank you for your comments! I have updated the attached archive.
Samuel, I saw your request for help on the Community. Let's continue this conversation over there.
Regards,
Hi, could we also add Name, Surname and email address as a value for the CTI Application?
Is it also possible to choose when external App will appear, during ringing, during call, after the call etc...
Thank you very much,
Hello Mikail,
Thanks for your comment. Feel free to use the Community to suggest an improvement!
Your feedback will be reviewed by the product team.
Regards,
Does this feature work with the Essential user license or Business license is requested for it to work?
Regards,
Hello,
It works with Essential user profile as shown in the feature list document:
Information can be found here:
https://support.openrainbow.com/hc/en-us/articles/115001057424-Rainbow-Feature-List-and-Applications
Best regards,
Claire Dechristé
Hi Quentin, could you please investigate if it's possible to enhance this feature for Chats and Calls...? I would like to transfer this information's into the contact in Salesforce or any crm for example:
use case: You are supporting a customer or partner through Rainbow and you want to push the chat or the call duration into a crm tool like sfdc by clicking on the chat or call or whatever. from my point of view it should work the same principle cause you have the mailadress of the user and could push the text into his history:
here an example of the usecase:
Hello quentin
I configured Rainbow to start an external application but this doesn't start. Is there any log where I can check why?
In your article you refer to a rainbow.ini but this file does not exist in the directory "C: \ Users \ my user \ AppData \ Roaming \ Alcatel-LucentEnterprise \ Rainbow"
There is a file called "Settings", but it has no sections.
I put the customizationDirectory line in this file.
Thank you.
Hi Quentin,
i run into the same problem then Roberto. From LogFiles it seems that the customization is loaded correct:
2020-04-03 10:00:52,286 [info] [Main] [Settings] Getting a setting with key:[customizationDirectory], value:[C:\Program Files (x86)\MicroCRM]
2020-04-03 10:00:52,287 [info] [Renderer] [Customizer] check directory: [C:\Program Files (x86)\MicroCRM]
2020-04-03 10:00:52,289 [info] [Renderer] [CustomizationParser] Manifest version is: [1]
2020-04-03 10:00:52,290 [info] [Renderer] [CustomizationParser] Parse "extension-points"
2020-04-03 10:00:52,291 [info] [Renderer] [CustomizationParser] [on-incoming-pbx-call-actions] exists
2020-04-03 10:00:52,293 [info] [Renderer] [CustomActionReader] Parse [on-incoming-pbx-call-actions]
2020-04-03 10:00:52,295 [info] [Renderer] [CustomActionReader] Read action [1]
2020-04-03 10:00:52,295 [info] [Renderer] [CustomActionReader] Parse action[0]
2020-04-03 10:00:52,296 [info] [Renderer] [CustomActionReader] stringWithMacro [C:\Program Files (x86)\MicroCRM\MicroCRM.exe]
2020-04-03 10:00:52,297 [info] [Renderer] [CustomActionReader] all macros checked.
2020-04-03 10:00:52,298 [info] [Renderer] [CustomActionReader] stringWithMacro [-number ${caller.phoneNumber}]
2020-04-03 10:00:52,300 [info] [Renderer] [CustomActionReader] all macros checked.
2020-04-03 10:00:52,301 [info] [Renderer] [CustomActionReader] parse an action: [{"name":"actionIn","command":{"url":"C:\\Program Files (x86)\\MicroCRM\\MicroCRM.exe","params":"-number ${caller.phoneNumber}"}}]
2020-04-03 10:00:52,301 [info] [Renderer] [Customizer] Parsing done with success
I also used the sample manifest und MicroCRM from the archive.
If i insert a rainbow.ini file in the root folder of the application it is gone after application startup and the info is then stored in the setting file which is also stored in the root folder. ( ? )
The problem is that the MicroCRM will not get started by a incoming call.
BR Axel
Hello
Same problem to start the external application microCRM. checked the rainbow setup log
C:\Users\DANIEL~1.SIM\AppData\Local\Temp\is-V1JGF.tmp\rainbow.ini does not exist: not restored
the folder is-V1JGF.tmp does not exits. create this folder an insert the rainbow.ini file then microCRM starting with incoming call. till next time you upgrade or reinstall rainbow, the is-V1JGF.tmp folder will renamed......
modification must be done in Settings File
C:\Users\local.user\AppData\Roaming\Alcatel-Lucent Enterprise\Rainbow
{
"outlookPresent": true,
"useOutlookAddIn": true,
"autoStart": true,
"language": "de",
"shareCalendarInfo": true,
"customizationDirectory": "C:\\Alcatel\\MicroCRM",
"audioProfile": "headset",
"automaticDND": false,
"showSearchBar": true,
"hideOnMinimized": true,
"minimizeOnClosed": true
}
Is it possible, to use other attributes than {caller.phoneNumber}, like the caller email or name?
dear ,
what can you do with the "extension-points"
can we use this to filter on the calling nr (example from 1 specific internal user)
Hey,
is there a planning for customization options like in "OTMS"? For example more information expcet the phone number and in addition to have a button on caller card pop-up.
What next steps could be avaible?
Hello,
We are working on an enriched version!
It should be available from the Rainbow solution v111 (this version is being validated)
New variables are available, actions can be done on call answer and call release as well.
And a launch button is added to the incoming call popup of the desktop.
Best regards,
Nathalie
Rainbow Customer Care team
Hey Nathalie,
thanks a lot for quick reply - if possible could you share the featured post for the "how-to" :)
Best regards
Sven
bonjour Quentin
dans la version 111 déployé ce soir est annoncé une évolution du custo.manifest sur l'enrichissement des appels entrants traités
Hybrid Telephony [Business, Enterprise] [Desktop] More actions are available in launching
application upon incoming call (can be initialized in ringing, off-hook / on-hook, calling number / called
number).
avez-vous un document détaillant ces évolutions
je suis fortement intéressé pour enrichir nos applications que nous avons déjà développées
merci de votre retours
Philippe
Hi,
I am writing the new article, it should be available at the end of this week.
Regards,
Baptiste
Rainbow Customer Care team
hello Baptiste
very good news
Thanks a lot
I'm waiting for with impatiently
good evening
Phil
Orange CPAAS Dev team
Hi,
the new article is online https://support.openrainbow.com/hc/en-us/articles/8475256862098-Launch-external-applications-on-an-incoming-phone-call-v2
Regards,
Baptiste
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