Genesys Cloud (formerly PureCloud)

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Zendesk Screenpop Problem

  • 1.  Zendesk Screenpop Problem

    Posted 08-04-2020 07:04
    I am testing screen pop with Zendesk. I encountered error when PureCloud plugin tried to perform screenpop in Zendesk:

    "Unable to perform screen pop.
    No contact found when attempting screen pop for %2B85212345678"

    Basically the caller ID is +85212345678 (I changed the actual phone number in this post for privacy reason) and +852 is the country code. I have tried reading through all the relevant documentation as well as setting custom attribute with ZD_SearchType and ZD_SearchValue, but it still didn't work.

    On Zendesk's Search Settings, I set Primary Phone Field to "Phone", and I have a user record with phone number of +85212345678.

    Any idea to solve the above issue?

    Wong Ricky
    Individual Only Contact Account

  • 2.  RE: Zendesk Screenpop Problem

    Posted 08-05-2020 08:51
    I'd double check your participant data for that specific conversation, but I'd suspect that it is being set as the literal "%2B85212345678".  That likely has to do with the way the phone number is being parsed in architect, and can likely be resolved doing some string manipulation.  

    Richard Schott
    Genesys - Employees