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Genesys softphone (embedded client) in Salesforce doesn't perform screen pop for Outbound Campaign Callback

  • 1.  Genesys softphone (embedded client) in Salesforce doesn't perform screen pop for Outbound Campaign Callback

    Posted 06-05-2025 18:50

    yuezhong | 2021-09-01 04:18:59 UTC | #1

    Hi I've encountered below problem in Salesforce.

    Agent scheduled a callback on outbound Campaign call, when then callback is delivered to the agent, the softphone doesn't execute purecloud.CTIExtension.ScreenPop (nor any screen pop performed). https://help.mypurecloud.com/articles/extension-points-in-genesys-cloud-for-salesforce/

    Check the Chrome console log,

    • Normal outbound call, the softphone invoke the purecloud.CTIExtension.ScreenPop,
    • Normal Callback schedule via developer tool web, the softphone invoke the purecloud.CTIExtension.ScreenPop,

    it doesn't invoke the ScreenPop method for callback scheduled on Outbound Campagin.

    regards Yuezhong

    system | 2021-10-02 04:19:57 UTC | #2

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 11886



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