Genesys Cloud (formerly PureCloud)

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Screen-pop for incoming calls in Purecloud ?

  • 1.  Screen-pop for incoming calls in Purecloud ?

    Posted 11-06-2019 03:14
    Hi,

    Our customer want a visual pop-up screen that be displayed once he receive a Call on Purecloud and when he is working on other thing on his PC

    Is this supported in Purecloud ? or he must open the Purecloud web interface to see the incoming calls ?

    Thank you in advance.
    #Omni-ChannelDesktop/UserInterface
    #Telephony


  • 2.  RE: Screen-pop for incoming calls in Purecloud ?

    Posted 11-06-2019 08:46
    Hi Oudderhem,

    You can set the notification preference in the users settings, not sure if this is what your requirement is?

    https://help.mypurecloud.com/articles/change-browser-settings/

    Thanks Luke

    ------------------------------
    Luke Mitchell
    G3 Comms Ltd
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  • 3.  RE: Screen-pop for incoming calls in Purecloud ?

    Posted 11-06-2019 10:01
    Hi Luke,

    Thanks for your reply

    What I mean, is showing a screen pop or any other visual notification on the Agent's PC while he receive an incoming call that, this will give him attention that there is an incoming call because he can do other works on the PC and not saying (or hearing) the calls

    Thank you.

    ------------------------------
    Oudderhem Mostafa
    Coverage-Communication
    ------------------------------



  • 4.  RE: Screen-pop for incoming calls in Purecloud ?

    Posted 11-06-2019 12:00
    Hi Oudderhem,

    Yes that is what the notifications do, so they pop a toast window alerting the agent to an incoming call, here is a screenshot from my test setup:


    So the agent could be in another application and still be alerted to the incoming call

    Thanks Luke

    ------------------------------
    Luke Mitchell
    G3 Comms Ltd
    ------------------------------



  • 5.  RE: Screen-pop for incoming calls in Purecloud ?

    Posted 11-07-2019 02:50
    Hi Luke,

    Yes, it is working for me now, I use Chrome as browser

    Thanks for your help

    ------------------------------
    Oudderhem Mostafa
    Coverage-Communication
    ------------------------------