Hi,

This is my first time to test screen pop and it is not popping.  Any helps?

Thanks,
Ed

#ArchitectureandDesign

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

I do not know why your implementation is not functioning. I was able to get it working based on your screenshots. But I did notice that my Page Properties screen looks a little different than yours - I cannot see the actual action parameters, I just see the action:



------------------------------
Dan Fontaine
Altivon
------------------------------

Original Message:
Sent: 10-01-2019 21:00
From: Edward Wu
Subject: screen pop not popping

Hi,

This is my first time to test screen pop and it is not popping.  Any helps?

Thanks,
Ed

#ArchitectureandDesign

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Thanks Dan.  I believe it has to do between republishing the script and the flow in order to take effect.  I republished my flow then it started popping.  Then I changed the URL on the script and published and it still popped the old URL.  Then I tried republishing the flow and the script and the new URL popped.

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Original Message:
Sent: 10-02-2019 09:15
From: Dan Fontaine
Subject: screen pop not popping

I do not know why your implementation is not functioning. I was able to get it working based on your screenshots. But I did notice that my Page Properties screen looks a little different than yours - I cannot see the actual action parameters, I just see the action:

That being said, the steps are documented here: https://help.mypurecloud.com/articles/screen-pop-a-crm-record/

Except that the example is for Outbound. For inbound, it looks like you are right on track - enabling the script for Inbound and setting a Page Load action.

The only other thing I can think of is to make sure that you correctly selected the script in your Screen Pop Data Action in Architect. And of course, save and publish the flow.

------------------------------
Dan Fontaine
Altivon

Original Message:
Sent: 10-01-2019 21:00
From: Edward Wu
Subject: screen pop not popping

Hi,

This is my first time to test screen pop and it is not popping.  Any helps?

Thanks,
Ed

#ArchitectureandDesign

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

In my experience, if you change something in a script under Admin, you need to refresh the Client UI at least once before the changes show up (probably because the browser caches the script). I don't think I've tried it recently using the desktop client--that's based on the web UI.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 10-02-2019 16:09
From: Edward Wu
Subject: screen pop not popping

Thanks Dan.  I believe it has to do between republishing the script and the flow in order to take effect.  I republished my flow then it started popping.  Then I changed the URL on the script and published and it still popped the old URL.  Then I tried republishing the flow and the script and the new URL popped.

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 09:15
From: Dan Fontaine
Subject: screen pop not popping

I do not know why your implementation is not functioning. I was able to get it working based on your screenshots. But I did notice that my Page Properties screen looks a little different than yours - I cannot see the actual action parameters, I just see the action:

That being said, the steps are documented here: https://help.mypurecloud.com/articles/screen-pop-a-crm-record/

Except that the example is for Outbound. For inbound, it looks like you are right on track - enabling the script for Inbound and setting a Page Load action.

The only other thing I can think of is to make sure that you correctly selected the script in your Screen Pop Data Action in Architect. And of course, save and publish the flow.

------------------------------
Dan Fontaine
Altivon

Original Message:
Sent: 10-01-2019 21:00
From: Edward Wu
Subject: screen pop not popping

Hi,

This is my first time to test screen pop and it is not popping.  Any helps?

Thanks,
Ed

#ArchitectureandDesign

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Right now the screen pop when the call comes in.  Is it possible to pop when the call is answered?

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Original Message:
Sent: 10-02-2019 16:18
From: George Ganahl
Subject: screen pop not popping

In my experience, if you change something in a script under Admin, you need to refresh the Client UI at least once before the changes show up (probably because the browser caches the script). I don't think I've tried it recently using the desktop client--that's based on the web UI.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-02-2019 16:09
From: Edward Wu
Subject: screen pop not popping

Thanks Dan.  I believe it has to do between republishing the script and the flow in order to take effect.  I republished my flow then it started popping.  Then I changed the URL on the script and published and it still popped the old URL.  Then I tried republishing the flow and the script and the new URL popped.

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 09:15
From: Dan Fontaine
Subject: screen pop not popping

I do not know why your implementation is not functioning. I was able to get it working based on your screenshots. But I did notice that my Page Properties screen looks a little different than yours - I cannot see the actual action parameters, I just see the action:

That being said, the steps are documented here: https://help.mypurecloud.com/articles/screen-pop-a-crm-record/

Except that the example is for Outbound. For inbound, it looks like you are right on track - enabling the script for Inbound and setting a Page Load action.

The only other thing I can think of is to make sure that you correctly selected the script in your Screen Pop Data Action in Architect. And of course, save and publish the flow.

------------------------------
Dan Fontaine
Altivon

Original Message:
Sent: 10-01-2019 21:00
From: Edward Wu
Subject: screen pop not popping

Hi,

This is my first time to test screen pop and it is not popping.  Any helps?

Thanks,
Ed

#ArchitectureandDesign

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

No

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 10-03-2019 15:16
From: Edward Wu
Subject: screen pop not popping

Right now the screen pop when the call comes in.  Is it possible to pop when the call is answered?

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 16:18
From: George Ganahl
Subject: screen pop not popping

In my experience, if you change something in a script under Admin, you need to refresh the Client UI at least once before the changes show up (probably because the browser caches the script). I don't think I've tried it recently using the desktop client--that's based on the web UI.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-02-2019 16:09
From: Edward Wu
Subject: screen pop not popping

Thanks Dan.  I believe it has to do between republishing the script and the flow in order to take effect.  I republished my flow then it started popping.  Then I changed the URL on the script and published and it still popped the old URL.  Then I tried republishing the flow and the script and the new URL popped.

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 09:15
From: Dan Fontaine
Subject: screen pop not popping

I do not know why your implementation is not functioning. I was able to get it working based on your screenshots. But I did notice that my Page Properties screen looks a little different than yours - I cannot see the actual action parameters, I just see the action:

That being said, the steps are documented here: https://help.mypurecloud.com/articles/screen-pop-a-crm-record/

Except that the example is for Outbound. For inbound, it looks like you are right on track - enabling the script for Inbound and setting a Page Load action.

The only other thing I can think of is to make sure that you correctly selected the script in your Screen Pop Data Action in Architect. And of course, save and publish the flow.

------------------------------
Dan Fontaine
Altivon

Original Message:
Sent: 10-01-2019 21:00
From: Edward Wu
Subject: screen pop not popping

Hi,

This is my first time to test screen pop and it is not popping.  Any helps?

Thanks,
Ed

#ArchitectureandDesign

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Thanks George

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Original Message:
Sent: 10-03-2019 15:23
From: George Ganahl
Subject: screen pop not popping

No

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-03-2019 15:16
From: Edward Wu
Subject: screen pop not popping

Right now the screen pop when the call comes in.  Is it possible to pop when the call is answered?

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 16:18
From: George Ganahl
Subject: screen pop not popping

In my experience, if you change something in a script under Admin, you need to refresh the Client UI at least once before the changes show up (probably because the browser caches the script). I don't think I've tried it recently using the desktop client--that's based on the web UI.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-02-2019 16:09
From: Edward Wu
Subject: screen pop not popping

Thanks Dan.  I believe it has to do between republishing the script and the flow in order to take effect.  I republished my flow then it started popping.  Then I changed the URL on the script and published and it still popped the old URL.  Then I tried republishing the flow and the script and the new URL popped.

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 09:15
From: Dan Fontaine
Subject: screen pop not popping

I do not know why your implementation is not functioning. I was able to get it working based on your screenshots. But I did notice that my Page Properties screen looks a little different than yours - I cannot see the actual action parameters, I just see the action:

That being said, the steps are documented here: https://help.mypurecloud.com/articles/screen-pop-a-crm-record/

Except that the example is for Outbound. For inbound, it looks like you are right on track - enabling the script for Inbound and setting a Page Load action.

The only other thing I can think of is to make sure that you correctly selected the script in your Screen Pop Data Action in Architect. And of course, save and publish the flow.

------------------------------
Dan Fontaine
Altivon

Original Message:
Sent: 10-01-2019 21:00
From: Edward Wu
Subject: screen pop not popping

Hi,

This is my first time to test screen pop and it is not popping.  Any helps?

Thanks,
Ed

#ArchitectureandDesign

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Good afternoon community, George:

I have the same question. When we set in architect a Screen Pop Script and selected the scriipt we configured - in our case working with email interactions using (Third party chat/email routing: https://developer.mypurecloud.com/api/rest/v2/conversations/third-party-object-routing.html) - it showed the script to the agent once the ACD display the interaction to the PureCloud agent, and then the agent could make actions on this script without answering the email interaction. So, base on the history of this conversation and assuming that the Autoanswer option works only for inbound calls, it is not possible to hide the script to the agent until he/she answers the incomming email interaction?

Thanks for your suggestions.

------------------------------
William Martín Chávez González
Global Networks Solutions S.A.
------------------------------

Original Message:
Sent: 10-03-2019 15:23
From: George Ganahl
Subject: screen pop not popping

No

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-03-2019 15:16
From: Edward Wu
Subject: screen pop not popping

Right now the screen pop when the call comes in.  Is it possible to pop when the call is answered?

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 16:18
From: George Ganahl
Subject: screen pop not popping

In my experience, if you change something in a script under Admin, you need to refresh the Client UI at least once before the changes show up (probably because the browser caches the script). I don't think I've tried it recently using the desktop client--that's based on the web UI.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-02-2019 16:09
From: Edward Wu
Subject: screen pop not popping

Thanks Dan.  I believe it has to do between republishing the script and the flow in order to take effect.  I republished my flow then it started popping.  Then I changed the URL on the script and published and it still popped the old URL.  Then I tried republishing the flow and the script and the new URL popped.

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 09:15
From: Dan Fontaine
Subject: screen pop not popping

I do not know why your implementation is not functioning. I was able to get it working based on your screenshots. But I did notice that my Page Properties screen looks a little different than yours - I cannot see the actual action parameters, I just see the action:

That being said, the steps are documented here: https://help.mypurecloud.com/articles/screen-pop-a-crm-record/

Except that the example is for Outbound. For inbound, it looks like you are right on track - enabling the script for Inbound and setting a Page Load action.

The only other thing I can think of is to make sure that you correctly selected the script in your Screen Pop Data Action in Architect. And of course, save and publish the flow.

------------------------------
Dan Fontaine
Altivon

Original Message:
Sent: 10-01-2019 21:00
From: Edward Wu
Subject: screen pop not popping

Hi,

This is my first time to test screen pop and it is not popping.  Any helps?

Thanks,
Ed

#ArchitectureandDesign

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Hi!

It can be done.
You have to create custom action, which will open the page (Scripter.Open.URL) if condition: 
{{Scripter.Interaction State}} Equals "Connected" is met.
Otherwise you need to use another IF to assure that the call was not disconnected, to prevent the infinite loop. Then in ELSE part you shouls use delay and then reinvoke the action itself.

Mind that interaction states are language sensitive.

Regards,

------------------------------
Wojciech Dzikowski
CGI ISMC Polska Sp. z o.o.
------------------------------

Original Message:
Sent: 10-03-2019 15:16
From: Edward Wu
Subject: screen pop not popping

Right now the screen pop when the call comes in.  Is it possible to pop when the call is answered?

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 16:18
From: George Ganahl
Subject: screen pop not popping

In my experience, if you change something in a script under Admin, you need to refresh the Client UI at least once before the changes show up (probably because the browser caches the script). I don't think I've tried it recently using the desktop client--that's based on the web UI.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-02-2019 16:09
From: Edward Wu
Subject: screen pop not popping

Thanks Dan.  I believe it has to do between republishing the script and the flow in order to take effect.  I republished my flow then it started popping.  Then I changed the URL on the script and published and it still popped the old URL.  Then I tried republishing the flow and the script and the new URL popped.

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 09:15
From: Dan Fontaine
Subject: screen pop not popping

I do not know why your implementation is not functioning. I was able to get it working based on your screenshots. But I did notice that my Page Properties screen looks a little different than yours - I cannot see the actual action parameters, I just see the action:

That being said, the steps are documented here: https://help.mypurecloud.com/articles/screen-pop-a-crm-record/

Except that the example is for Outbound. For inbound, it looks like you are right on track - enabling the script for Inbound and setting a Page Load action.

The only other thing I can think of is to make sure that you correctly selected the script in your Screen Pop Data Action in Architect. And of course, save and publish the flow.

------------------------------
Dan Fontaine
Altivon

Original Message:
Sent: 10-01-2019 21:00
From: Edward Wu
Subject: screen pop not popping

Hi,

This is my first time to test screen pop and it is not popping.  Any helps?

Thanks,
Ed

#ArchitectureandDesign

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Hi Wojciech,

I am currently popping during page load of the script.  How/Where do you keep checking when {{Scripter.Interaction State}} Equals "Connected"?

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Original Message:
Sent: 10-07-2019 06:20
From: Wojciech Dzikowski
Subject: screen pop not popping

Hi!

It can be done.
You have to create custom action, which will open the page (Scripter.Open.URL) if condition:
{{Scripter.Interaction State}} Equals "Connected" is met.
Otherwise you need to use another IF to assure that the call was not disconnected, to prevent the infinite loop. Then in ELSE part you shouls use delay and then reinvoke the action itself.

Mind that interaction states are language sensitive.

Regards,

------------------------------
Wojciech Dzikowski
CGI ISMC Polska Sp. z o.o.

Original Message:
Sent: 10-03-2019 15:16
From: Edward Wu
Subject: screen pop not popping

Right now the screen pop when the call comes in.  Is it possible to pop when the call is answered?

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 16:18
From: George Ganahl
Subject: screen pop not popping

In my experience, if you change something in a script under Admin, you need to refresh the Client UI at least once before the changes show up (probably because the browser caches the script). I don't think I've tried it recently using the desktop client--that's based on the web UI.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-02-2019 16:09
From: Edward Wu
Subject: screen pop not popping

Thanks Dan.  I believe it has to do between republishing the script and the flow in order to take effect.  I republished my flow then it started popping.  Then I changed the URL on the script and published and it still popped the old URL.  Then I tried republishing the flow and the script and the new URL popped.

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 09:15
From: Dan Fontaine
Subject: screen pop not popping

I do not know why your implementation is not functioning. I was able to get it working based on your screenshots. But I did notice that my Page Properties screen looks a little different than yours - I cannot see the actual action parameters, I just see the action:

That being said, the steps are documented here: https://help.mypurecloud.com/articles/screen-pop-a-crm-record/

Except that the example is for Outbound. For inbound, it looks like you are right on track - enabling the script for Inbound and setting a Page Load action.

The only other thing I can think of is to make sure that you correctly selected the script in your Screen Pop Data Action in Architect. And of course, save and publish the flow.

------------------------------
Dan Fontaine
Altivon

Original Message:
Sent: 10-01-2019 21:00
From: Edward Wu
Subject: screen pop not popping

Hi,

This is my first time to test screen pop and it is not popping.  Any helps?

Thanks,
Ed

#ArchitectureandDesign

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Hi Edward,

First you need to choose Page Load Action:  https://help.mypurecloud.com/articles/set-script-page-load-action/
I'm assuming you've chosen Open URL action, but instead of that you need to add a new one (Custom Action) and define particulat steps:
https://help.mypurecloud.com/articles/define-custom-script-action/?theme=simplified

Regards,

------------------------------
Wojciech Dzikowski
CGI ISMC Polska Sp. z o.o.
------------------------------

Original Message:
Sent: 10-08-2019 20:03
From: Edward Wu
Subject: screen pop not popping

Hi Wojciech,

I am currently popping during page load of the script.  How/Where do you keep checking when {{Scripter.Interaction State}} Equals "Connected"?

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-07-2019 06:20
From: Wojciech Dzikowski
Subject: screen pop not popping

Hi!

It can be done.
You have to create custom action, which will open the page (Scripter.Open.URL) if condition:
{{Scripter.Interaction State}} Equals "Connected" is met.
Otherwise you need to use another IF to assure that the call was not disconnected, to prevent the infinite loop. Then in ELSE part you shouls use delay and then reinvoke the action itself.

Mind that interaction states are language sensitive.

Regards,

------------------------------
Wojciech Dzikowski
CGI ISMC Polska Sp. z o.o.

Original Message:
Sent: 10-03-2019 15:16
From: Edward Wu
Subject: screen pop not popping

Right now the screen pop when the call comes in.  Is it possible to pop when the call is answered?

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 16:18
From: George Ganahl
Subject: screen pop not popping

In my experience, if you change something in a script under Admin, you need to refresh the Client UI at least once before the changes show up (probably because the browser caches the script). I don't think I've tried it recently using the desktop client--that's based on the web UI.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-02-2019 16:09
From: Edward Wu
Subject: screen pop not popping

Thanks Dan.  I believe it has to do between republishing the script and the flow in order to take effect.  I republished my flow then it started popping.  Then I changed the URL on the script and published and it still popped the old URL.  Then I tried republishing the flow and the script and the new URL popped.

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 09:15
From: Dan Fontaine
Subject: screen pop not popping

I do not know why your implementation is not functioning. I was able to get it working based on your screenshots. But I did notice that my Page Properties screen looks a little different than yours - I cannot see the actual action parameters, I just see the action:

That being said, the steps are documented here: https://help.mypurecloud.com/articles/screen-pop-a-crm-record/

Except that the example is for Outbound. For inbound, it looks like you are right on track - enabling the script for Inbound and setting a Page Load action.

The only other thing I can think of is to make sure that you correctly selected the script in your Screen Pop Data Action in Architect. And of course, save and publish the flow.

------------------------------
Dan Fontaine
Altivon

Original Message:
Sent: 10-01-2019 21:00
From: Edward Wu
Subject: screen pop not popping

Hi,

This is my first time to test screen pop and it is not popping.  Any helps?

Thanks,
Ed

#ArchitectureandDesign

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

I actually use Custom Action in Page Load.  However page load executes only once and that's when a call is presented to the agent.  It won't execute again when the call is taken.

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Original Message:
Sent: 10-09-2019 04:12
From: Wojciech Dzikowski
Subject: screen pop not popping

Hi Edward,

First you need to choose Page Load Action:  https://help.mypurecloud.com/articles/set-script-page-load-action/
I'm assuming you've chosen Open URL action, but instead of that you need to add a new one (Custom Action) and define particulat steps:
https://help.mypurecloud.com/articles/define-custom-script-action/?theme=simplified

Regards,

------------------------------
Wojciech Dzikowski
CGI ISMC Polska Sp. z o.o.

Original Message:
Sent: 10-08-2019 20:03
From: Edward Wu
Subject: screen pop not popping

Hi Wojciech,

I am currently popping during page load of the script.  How/Where do you keep checking when {{Scripter.Interaction State}} Equals "Connected"?

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-07-2019 06:20
From: Wojciech Dzikowski
Subject: screen pop not popping

Hi!

It can be done.
You have to create custom action, which will open the page (Scripter.Open.URL) if condition:
{{Scripter.Interaction State}} Equals "Connected" is met.
Otherwise you need to use another IF to assure that the call was not disconnected, to prevent the infinite loop. Then in ELSE part you shouls use delay and then reinvoke the action itself.

Mind that interaction states are language sensitive.

Regards,

------------------------------
Wojciech Dzikowski
CGI ISMC Polska Sp. z o.o.

Original Message:
Sent: 10-03-2019 15:16
From: Edward Wu
Subject: screen pop not popping

Right now the screen pop when the call comes in.  Is it possible to pop when the call is answered?

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 16:18
From: George Ganahl
Subject: screen pop not popping

In my experience, if you change something in a script under Admin, you need to refresh the Client UI at least once before the changes show up (probably because the browser caches the script). I don't think I've tried it recently using the desktop client--that's based on the web UI.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-02-2019 16:09
From: Edward Wu
Subject: screen pop not popping

Thanks Dan.  I believe it has to do between republishing the script and the flow in order to take effect.  I republished my flow then it started popping.  Then I changed the URL on the script and published and it still popped the old URL.  Then I tried republishing the flow and the script and the new URL popped.

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 09:15
From: Dan Fontaine
Subject: screen pop not popping

I do not know why your implementation is not functioning. I was able to get it working based on your screenshots. But I did notice that my Page Properties screen looks a little different than yours - I cannot see the actual action parameters, I just see the action:

That being said, the steps are documented here: https://help.mypurecloud.com/articles/screen-pop-a-crm-record/

Except that the example is for Outbound. For inbound, it looks like you are right on track - enabling the script for Inbound and setting a Page Load action.

The only other thing I can think of is to make sure that you correctly selected the script in your Screen Pop Data Action in Architect. And of course, save and publish the flow.

------------------------------
Dan Fontaine
Altivon

Original Message:
Sent: 10-01-2019 21:00
From: Edward Wu
Subject: screen pop not popping

Hi,

This is my first time to test screen pop and it is not popping.  Any helps?

Thanks,
Ed

#ArchitectureandDesign

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

If interaction state is not connected nor disconnected insert steps:

• Delay (shouldn't be too small).
• Action - Custom Action (this object).

Regards, 




------------------------------
Wojciech Dzikowski
CGI ISMC Polska Sp. z o.o.
------------------------------

Original Message:
Sent: 10-09-2019 04:41
From: Edward Wu
Subject: screen pop not popping

I actually use Custom Action in Page Load.  However page load executes only once and that's when a call is presented to the agent.  It won't execute again when the call is taken.

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-09-2019 04:12
From: Wojciech Dzikowski
Subject: screen pop not popping

Hi Edward,

First you need to choose Page Load Action:  https://help.mypurecloud.com/articles/set-script-page-load-action/
I'm assuming you've chosen Open URL action, but instead of that you need to add a new one (Custom Action) and define particulat steps:
https://help.mypurecloud.com/articles/define-custom-script-action/?theme=simplified

Regards,

------------------------------
Wojciech Dzikowski
CGI ISMC Polska Sp. z o.o.

Original Message:
Sent: 10-08-2019 20:03
From: Edward Wu
Subject: screen pop not popping

Hi Wojciech,

I am currently popping during page load of the script.  How/Where do you keep checking when {{Scripter.Interaction State}} Equals "Connected"?

------------------------------
Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-07-2019 06:20
From: Wojciech Dzikowski
Subject: screen pop not popping

Hi!

It can be done.
You have to create custom action, which will open the page (Scripter.Open.URL) if condition:
{{Scripter.Interaction State}} Equals "Connected" is met.
Otherwise you need to use another IF to assure that the call was not disconnected, to prevent the infinite loop. Then in ELSE part you shouls use delay and then reinvoke the action itself.

Mind that interaction states are language sensitive.

Regards,

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Wojciech Dzikowski
CGI ISMC Polska Sp. z o.o.

Original Message:
Sent: 10-03-2019 15:16
From: Edward Wu
Subject: screen pop not popping

Right now the screen pop when the call comes in.  Is it possible to pop when the call is answered?

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Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 16:18
From: George Ganahl
Subject: screen pop not popping

In my experience, if you change something in a script under Admin, you need to refresh the Client UI at least once before the changes show up (probably because the browser caches the script). I don't think I've tried it recently using the desktop client--that's based on the web UI.

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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-02-2019 16:09
From: Edward Wu
Subject: screen pop not popping

Thanks Dan.  I believe it has to do between republishing the script and the flow in order to take effect.  I republished my flow then it started popping.  Then I changed the URL on the script and published and it still popped the old URL.  Then I tried republishing the flow and the script and the new URL popped.

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Edward Wu
BANK OF HAWAII

Original Message:
Sent: 10-02-2019 09:15
From: Dan Fontaine
Subject: screen pop not popping

I do not know why your implementation is not functioning. I was able to get it working based on your screenshots. But I did notice that my Page Properties screen looks a little different than yours - I cannot see the actual action parameters, I just see the action:

That being said, the steps are documented here: https://help.mypurecloud.com/articles/screen-pop-a-crm-record/

Except that the example is for Outbound. For inbound, it looks like you are right on track - enabling the script for Inbound and setting a Page Load action.

The only other thing I can think of is to make sure that you correctly selected the script in your Screen Pop Data Action in Architect. And of course, save and publish the flow.

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Dan Fontaine
Altivon

Original Message:
Sent: 10-01-2019 21:00
From: Edward Wu
Subject: screen pop not popping

Hi,

This is my first time to test screen pop and it is not popping.  Any helps?

Thanks,
Ed

#ArchitectureandDesign

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Edward Wu
BANK OF HAWAII
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