Genesys Cloud - Main

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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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
------------------------------

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

 action?

Please find the attached screenshot for reference (PFA).

------------------------------
Muhammed Shaibant
x
------------------------------

Original Message:
Sent: 06-29-2026 07:31
From: Simon Brown
Subject: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

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

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

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
------------------------------

Original Message:
Sent: 06-29-2026 07:46
From: Muhammed Shaibant
Subject: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

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

 action?

Please find the attached screenshot for reference (PFA).

------------------------------
Muhammed Shaibant
x
------------------------------


Original Message:
Sent: 06-29-2026 07:31
From: Simon Brown
Subject: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

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

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

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

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

Original Message:
Sent: 06-29-2026 07:46
From: Muhammed Shaibant
Subject: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

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

 action?

Please find the attached screenshot for reference (PFA).

------------------------------
Muhammed Shaibant
x
------------------------------


Original Message:
Sent: 06-29-2026 07:31
From: Simon Brown
Subject: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

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

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

Hi Simon Brown,

Sorry, I didn't quite understand your previous response.

My requirement is as follows:

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

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.

As I mentioned earlier, I am triggering the screen pop from the Inbound Flow using the Set Screen Pop action. I have also attached my inbound flow and script for your reference.

Could you please review them and confirm whether there is any way to achieve this requirement or if there is an alternative approach that you would recommend?

Thank you.

------------------------------
Muhammed Shaibant
x
------------------------------

Original Message:
Sent: 06-29-2026 07:46
From: Muhammed Shaibant
Subject: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

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

 action?

Please find the attached screenshot for reference (PFA).

------------------------------
Muhammed Shaibant
x
------------------------------


Original Message:
Sent: 06-29-2026 07:31
From: Simon Brown
Subject: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

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

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

Hi Muhammed,

If I am understanding correctly, I think what Simon has proposed here could work. 

In your script, you'd go to your default page and view the Properties of it.

Your page load action could call your custom action and at the start of that custom action, you'd have a Wait Until --> Interaction.State = Connected (Simon's screenshot above) and after that you'd add a Scripter.Open URL that then points to your CRM URL and in theory that should only Pop a new browser tab to the CRM for agents that are truly connected / answered the call (vs. being alerted).

You'd want to test this to confirm, but believe it should do what you want. We have some similar actions in scripts here that we only want to fire once an agent is connected and not being alerted (since the agent could intentionally or accidentally miss a call)

Thanks,

------------------------------
Shane Jenkins
IT Sys Admin Mgr
------------------------------

Original Message:
Sent: 06-29-2026 12:10
From: Muhammed Shaibant
Subject: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

Hi Simon Brown,

Sorry, I didn't quite understand your previous response.

My requirement is as follows:

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

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.

As I mentioned earlier, I am triggering the screen pop from the Inbound Flow using the Set Screen Pop action. I have also attached my inbound flow and script for your reference.

Could you please review them and confirm whether there is any way to achieve this requirement or if there is an alternative approach that you would recommend?

Thank you.

------------------------------
Muhammed Shaibant
x
------------------------------


Original Message:
Sent: 06-29-2026 07:46
From: Muhammed Shaibant
Subject: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

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

 action?

Please find the attached screenshot for reference (PFA).

------------------------------
Muhammed Shaibant
x
------------------------------



Original Message:
Sent: 06-29-2026 07:31
From: Simon Brown
Subject: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

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

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

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 

------------------------------
Martin Boyle
x
------------------------------

Hi Martin

Sorry to correct you, but it does work. I have used the Wait Until for this exact thing. Screen pop external link only when an Agent connects (not the alerting state which, by default any open URL in a custom script action will perform if present)

I am not sure of Muhammed's capabilities with Genesys so I described enough of the requirements, without actually doing a complete step by step guide.

Muhammed.

Set your screen pop URL in your inbound flow, looking at your example you know what the URL should be at this point. You do not need to pass the ID if that is part of the URL, use an expression in the flow to create the ready to go URL. 

Make sure your Genesys Agent Script has a variable for the screen pop link and ensure it is marked as INPUT to the script.

In your flow, when you set the Screen pop object, you should see your input for your script variable, put your flow variable there as an expression.

Then in the Agent Script you need a Page load custom action with the WAIT UNTIL I first shared. That will ensure the screen pop will ONLY happen if the Agent answers the call.

Hope that helps

Regards

Simon

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

Original Message:
Sent: 06-29-2026 08:24
From: Martin Boyle
Subject: Genesys Cloud – Is It Possible to Trigger the CRM Screen Pop Only After the Agent Answers the Call?

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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