Genesys Cloud - Main

Hi,

We are integrated the Genesys cloud with salesforce with CTI adapter. In our scenario based on the customer journey we are populating the custom application URL using the participant variables in the script. (For the example the customer is calling to respective segment agent wants to check other details customer application, so in that scenario using the participant data. we are putting the condition in the script like is the participant variables is yes then the custom application URL screen pop want to trigger.

But in the salesforce's widget we can't be able to trigger this custom application URL based on the participant data that I configured in the script .it is not populating.

Anybody Knows how to do this Genesys screen pop in salesforce widget, or any alternative way is there? 

#API/Integrations

------------------------------
Manojkumar G
------------------------------

Any automation you have in the Genesys Script like screen pop will only work if the Interaction window in the Embedded Framework is active at the time of the call.  Best practice is for agents to open that window on their first interaction and leave it open.  And, no, there is not what to force it open from log in.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------