Genesys Cloud - Main

How can we desactivate the automatic log logging when Genesys is sending the call with SF_URLPop value equals to Case ID ?

Today when Call arrive in genesys, we search for an opened case based on the ANI in Slaesforce. If a case is found we set it up in the SF_URLPop with the case ID, then the Softphone layout of SF makes the case pop when call arrive to agent. Yet today call task created is automatically linked to the pop up case.

How could we desactivate or customize this ?

Support is stating they can't answer to that so I must ask the community.... 

Saw similar question on developer forum... It has not been answered since 2018... 

https://developer.genesys.cloud/forum/t/purecloud-for-salesforce-about-automatically-linked-task-record-via-click-to-dial-on-case/4197

#API/Integrations

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Durey Sylvain
Business Analyst
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Hello Durey, 

Are you asking can you deactivate or customize the call record automatically linking to the popped up case? If this is what you are asking then I believe its a no, as this is something built into the managed package and cannot be customized or deactivated. 

If I am not understanding you correctly please let me know!

Cheers, 

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Cameron
Online Community Manager/Moderator
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Try asking in the Developer Forum again. That is where the developers themselves live and answer questions...hopefully you will get a response.

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