Genesys Cloud - Main

Hello,

I'm using Genesys for Salesforce integration (AppExchange connector)

Actually, when an inbound call arrive to an agent, the screen pop "erase" the actual data entry of the agent, so it's why i want to configure the screen pop when the agent accept the call.

Is there a way configure the screenpop to the Accept, or "connected" state of the call, without impacting the connector functionnalities ? 

Thanks in advance 

I've seen this done using the client extension points and client events.  The basic arrangement is that the screen pop extension point stores the screenpop into an object within Salesforce, including the object to be popped and any additional data, then prevents the screen pop from actually executing by not returning; then a component within the Lightning environment is listening for client events to find the connected event, and when it finds it process the screenpop from the stored object, then deleting the stored object when the screenpop is successful.  

Hello, 

Thanks for this reply, 

Do you know if a documentation of this case exist ? 

If i understand well, i need to use an Apex Class, the function purecloud.CTIExtension.ScreenPop ? 

And an event like a trigger to activate the screenpop ? 

Regards,