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  • 1.  Agent script

    Posted 03-28-2025 03:04
    No replies, thread closed.

    Hi everyone,

    I'm having trouble assigning a script to an inbound call flow. I've set up a screen pop just before transferring to ACD, but the system still displays a default script when handling calls.

    I've verified that the script properties are correctly set to "enabled" for inbound calls. The script is designed for a switchboard setup where agents perform blind transfers to other numbers. I've configured buttons for these blind transfers, but I can't seem to link this script to the call flow.

    Am I missing something? Do I need to pass any values for it to work? But we are not collecting anything from users

    I've even tried setting up whisper audio, but it doesn't seem to trigger the screen pop.


    #Routing(ACD/IVR)

    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------


  • 2.  RE: Agent script

    Posted 03-28-2025 16:03
    No replies, thread closed.

    Hello Phaneendra,

    I don't believe that you would need to collect anything from the users. Have you used Historical Execution to see exactly what is going on with your flow? This should be able to show you which variables are being set and which paths are taken in the inbound call  flow.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 3.  RE: Agent script

    Posted 03-28-2025 19:38
    No replies, thread closed.

    I'm presuming you published the flow after adding the Set Screen Pop?

    Also, if you just enabled it and have not yet refreshed the browser for the client you are testing with, try that...



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: Agent script
    Best Answer

    Posted 03-28-2025 22:11
    No replies, thread closed.

    Thank you, Jason and George, for your reply. I am testing this in the lab environment and just realized that the configuration for the queue in the Default script for voice was set to the default script. I changed that, and it worked. It looks like the lab environment wasn't set up properly.

    Thanks again for your help!



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


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