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  • 1.  Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

    Posted 5 hours ago

    Dear Team,

    We have a requirement regarding screen pops for inbound IVR calls in Genesys Cloud.

    Currently, when an inbound IVR call is offered to an agent, the CRM screen pops up with the incident ID before the agent answers the call. As a result, if multiple available agents are alerted and one of them does not answer the call, that agent still receives the CRM screen pop.

    Is there any out-of-the-box option or recommended approach to trigger the screen pop only after the agent answers the call?

    Our goal is to ensure that the CRM screen opens only for the agent who actually answers the call, rather than for all agents who are alerted.

    If anyone has implemented a similar requirement or can suggest a suitable approach or workaround, your guidance would be greatly appreciated.

    Thank you in advance!


    #Routing(ACD/IVR)

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    Muhammed Shaibant
    x
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  • 2.  RE: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

    Posted 3 hours ago

    Hi

    If you are screen popping from Genesys script then you can.

    Scripting had a few nice changes a while back. One is the Wait Until statement

    Then add step to Scripter.Open URL



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    Simon Brown
    Maintel Europe Limited
    Senior Applications Consultant
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  • 3.  RE: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

    Posted 3 hours ago

    Dear Simon,

    We are currently handling the screen pop from the script, which is mapped to the inbound flow using the Set screen pop action.

    Is it possible to achieve if i have mapped it to inbound flow using the Set screen pop

    image

     action?

    Please find the attached screenshot for reference (PFA).



    ------------------------------
    Muhammed Shaibant
    x
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    Original Message


  • 4.  RE: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

    Posted 3 hours ago

    Hi Muhammed,

    One alternative you could consider, if it fits your CRM integration, is moving the CRM launch into the agent script instead.

    We used a similar approach for another integration where we only wanted the action to be available to the agent who was actually connected to the interaction. In the script, you could display an "Open CRM" button only after the interaction reaches the Connected state, so only the connected agent can launch the CRM.

    Not sure if that would suit your environment, but it may be another option to consider if the inbound flow approach doesn't provide the behaviour you're looking for.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 5.  RE: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

    Posted 53 minutes ago

    HI Muhammed

    Your screen shot shows you know the Id in the flow.

    That makes it really simple to make visible in Interaction reports, if that is where you need it.

    In the flow editor choose Data > Set External Tag and add your variable there

    Simon



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    Simon Brown
    Maintel Europe Limited
    Senior Applications Consultant
    ------------------------------

    Original Message


  • 6.  RE: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

    Posted 2 hours ago

    Hi Muhammed,

    I've never implemented something like that myself. Out of the box there is no way to do this, you would need some serious development work to get that working. 

    My idea that could potentially work is that you have a script with two pages. This will pop up to the agents regardless of whether they are answering it or not (the behaviour you are trying to avoid). On the first page, there is a single button. This button will map to a data action that you have created, that maps to the 

    post /api/v2/conversations/calls/{conversationId}/participants/{participantId}/replace API. The idea of this button is that the agent will answer the Interaction with this button. 
    Then, on your Script, you have a Boolean variable set to False by default. You then have an action set up to set this to true when the button is answered. You then have another action on your script that looks for your True/False boolean variable to be set to true, and if it is, then change page to the Script page with the customer details etc.  
    Once the button is clicked, the Interaction is answered, then your boolean is set to true, and this true triggers a page change to open your customer details. 
    Best of luck with this build, it's a really interesting one to develop.


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    Martin Boyle
    x
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