I have tried to use dial by extension a few ways. In Menu and in a task, however, I'm noticing that DBE always goes to the Calls tab rather then Interaction. I am trying to pop a screenpop/script to the agent. Is that possible with DBE? This was one configuration i tried in a task and there is no screen pop when the agent receives the call.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

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Kellyn DuBois
Lumen
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Hi Kellyn,

The screenpop only works if the call is related to a queue.

If you transfer to an agent/extension in Architect the call is handled as a personal call (Non-ACD).



Original Message:
Sent: 04-25-2022 18:17
From: kellyn DuBois
Subject: Can a screen pop be used for Dial by Extension

I have tried to use dial by extension a few ways. In Menu and in a task, however, I'm noticing that DBE always goes to the Calls tab rather then Interaction. I am trying to pop a screenpop/script to the agent. Is that possible with DBE? This was one configuration i tried in a task and there is no screen pop when the agent receives the call.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Kellyn DuBois
Lumen
------------------------------