Genesys Cloud - Main

Hello,

We are integrating Genesys into Salesforce and all is working well; however; we want to disable the use of the Open CTI Softphone utility to remove an additional screen for the agent. When I remove this utility, the integration does not work at all so I am finding a way to prevent the phone from popping up on every call which forces the agent to minimize. 

Currently, we have the agent using Genesys on one screen for telephony and want to use Salesforce for the customer data. 

#Integrations

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Andrew Nguyen
Amen Clinics
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You should check out OneView on AppFoundry - removes the need to use the CTI pop-up:  Genesys AppFoundry - TTEC Digital OneView (mypurecloud.com)

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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The setting for this is only at the user level, and it is stored in their browser level settings. If the user runs multiple browser tabs with Salesforce open, the pop-up is required to act as an anchor to the media as they tab-switch. For most users, only one browser tab is running Salesforce and they can disable this setting - but they must disable it themselves within their local settings. We've made this config change part of our training for new hires.

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Brad Murlin
Zillow, Inc.
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