Genesys Cloud - Main

I have created a Consult Transfer button for our agents to contact an agent help queue. The problem is when the person in the agent help queue answers the call the screen pop script pops as well. Is there a way to not have the screen pop script follow a transferred call?
#Routing(ACD/IVR)
#Unsure/Other

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Kevin Keehan
Realpage, Inc.
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Kevin,

In your queue configuration, do you have a default script defined?


You could create a script that doesn't actually do anything, and then prevent pops from occurring.  I'm not aware of any behavior that disables them upon transfers explicitly though.

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Ivan Ullmann
Global Technology Solutions, LLC
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Thanks Ivan. I did create a new script removing the web crm pop but keeping the buttons. Added a queue flow that adds the new script as a pop then waits one second. Seems to be working as expected.

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Kevin Keehan
Realpage, Inc.
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Original Message:
Sent: 04-12-2021 09:21
From: Ivan Ullmann
Subject: Consultative Transfer Script Question

Kevin,

In your queue configuration, do you have a default script defined?


You could create a script that doesn't actually do anything, and then prevent pops from occurring.  I'm not aware of any behavior that disables them upon transfers explicitly though.

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Ivan Ullmann
Global Technology Solutions, LLC
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