MakeCall request pops another interaction window in IWS

NICE CXone API & Integrations
1

I’m using Interaction Workspace 8.1.3 with GAS (Genesys Agent Scripting) 8.1 to process outbound preview campaigns.

I want agents to be able to initiate the call from the agent script when the preview record is on screen. For some reason there’s no built-in “make call” action in GAS, so I’ve created my own as an API interface.

It makes the call, but it triggers a new interaction window to be displayed in IWS. Obviously I just want them to keep working in the existing window.

My code for the interface is below. Anyone have any idea why this is?


com.genesyslab.ail.AilFactory factory = com.genesyslab.ail.AilLoader.getAilFactory();
com.genesyslab.ail.Interaction ixn = factory.getInteraction(interactionId);

if(ixn != null) {
	com.genesyslab.ail.InteractionVoice outboundIxn = (com.genesyslab.ail.InteractionVoice)ixn;

	try{
		outboundIxn.makeCall(phoneNumber, null, com.genesyslab.ail.InteractionVoice.MakeCallType.REGULAR, null, null, null) ;
	}catch(com.genesyslab.ail.exception.RequestFailedException exp) {}
}