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Is it possible to screen pop a new blank incident using REST API's

Received Response
edited Jun 21, 2017 4:56PM in Integrations and APIs 1 comment


Oracle Service Cloud February 2017 SP3

I may be overcomplicating this as I'm new to Oracle Service Cloud. 

Background - My company (inContact) has a contact center integration Add-In that allows for simple integration with OSC. The add in embeds the inContact agent interface into OSC. This also allows easier coding from our Studio tool for creating contact flows through an advanced routing engine, etc. Normally you set it to automatically create a task that's associated to an object. That task contains all of the call, chat, email, SMS, social, data that was routed through our platform.

My customer, however, wants a custom process that appears to be running against the grain of OSC. 

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