Automate Receiving/Analyzing Inbound Call Information

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Automation for inbound call centers.

The Problem:

- When a sales rep/customer service agent receives a call from RingCentral, they must look up the business online to try and figure out their business name and industry.

- There is no way to copy and paste their number from RingCentral

Possible Solutions:

- Python offers modules like urllib2 and selenium WebDriver where this information can be obtained, and with WebDriver actualized in a fresh browser each time.

- Use call answer as a trigger to run the script based on a variable containing the incoming number in a string.
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Zach Binks

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Posted 12 months ago

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Isabel Jason

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Is a tool suite used to automate web browsers by allowing browsers to be controlled by many programming languages and testing frameworks. It's supported in many browsers and platforms. The primary purpose of Selenium is to automate testing of web applications and can also be used for automating repeated web-based administration tasks. The diagram below shows Selenium components.

Selenium IDE

It's a Firefox plugin used to record user interactions with Firefox and can also play back allowing to create simple scripts or assist in exploratory testing.

Selenium Server

Selenium Server receives Selenese commands from test program, executes them, and reports back the results of running those tests. When a test program opens the browser Selenium Core is automatically injected into it allowing Selenium server to control it. Selenium core is a JavaScript program that executes Selenese command using browser's JavaScript execution engine.  The Selenium server uses HTTP to communicate so any programming language that supports HTTP can use Selenium Server to execute test scripts. 

The Selenium Server was previously known as Selenium RC(Remote Control). 

Selenium-WebDriver

The WebDriver was introduced in Selenium 2.0 version it provides a simpler programming interface with well-designed object-oriented API. It directly calls to browser using browser’s native support for automation and features they support depend on browser you are using. If your browser and tests will all run on same machine and your tests only use WebDriver API, then you do not need to run Selenium-Server.

Selenium-Server is used with Selenium-WebDriver in following scenarios.

  • For using Selenium-Grid to distribute your tests over multiple machines or virtual machines.
  • Connect to a remote machine that has a particular browser version that is not on your current machine.
  • When you use only HtmlUnit Driver and not using any JAVA bindings (i.e. Python, C#, JAVA or Ruby).
Except for Firefox all other browsers have separate WebDriver executable file which communicates with browser on behalf WebDriver API.