Genesys Cloud - Main

I'm looking for a method to confirm what, if any, Screen Pop script has been set in a call.

There does not appear to be a system variable in Architect that I can reference.

After using the Architect action Set Screen Pop, the participant data on the call shows an entry for ScreenPopName, but that does not appear to be written early enough to query (or can't be queried), as the Get Participant Data action is returning a variable that is Not Set/Empty.

Scenario:

We recently introduced a default Script and assigned it to our queues so it will display on agent initiated outbound calls.  An unexpected side effect is that inbound calls into these queues are also displaying the default Script if they did not have another assigned in the flows - - and internal calls/transfers don't currently have a Screen Pop assigned, so they also display this default Script.

One solution for the internal calls is to set the Screen Pop in the In-queue Flow for the queue, but I don't want to accidentally override a previously set Screen Pop - hence my search for a method to confirm if one has already been set.  While I could pair the Set Screen Pop action with a separate Set Participant Data action to write it myself, it would be cleaner if I had a way to query the system directly.  Fewer updates needed across my flows.

I thought of another theoretical solution, but the Script environment doesn't appear to have a system variable that contains the direction of the call.

Any further insight into this puzzle would be appreciated.

I'm looking for a method to confirm what, if any, Screen Pop script has been set in a call.

There does not appear to be a system variable in Architect that I can reference.

After using the Architect action Set Screen Pop, the participant data on the call shows an entry for ScreenPopName, but that does not appear to be written early enough to query (or can't be queried), as the Get Participant Data action is returning a variable that is Not Set/Empty.

Scenario:

We recently introduced a default Script and assigned it to our queues so it will display on agent initiated outbound calls.  An unexpected side effect is that inbound calls into these queues are also displaying the default Script if they did not have another assigned in the flows - - and internal calls/transfers don't currently have a Screen Pop assigned, so they also display this default Script.

One solution for the internal calls is to set the Screen Pop in the In-queue Flow for the queue, but I don't want to accidentally override a previously set Screen Pop - hence my search for a method to confirm if one has already been set.  While I could pair the Set Screen Pop action with a separate Set Participant Data action to write it myself, it would be cleaner if I had a way to query the system directly.  Fewer updates needed across my flows.

I thought of another theoretical solution, but the Script environment doesn't appear to have a system variable that contains the direction of the call.

Any further insight into this puzzle would be appreciated.

I'm looking for a method to confirm what, if any, Screen Pop script has been set in a call.

There does not appear to be a system variable in Architect that I can reference.

After using the Architect action Set Screen Pop, the participant data on the call shows an entry for ScreenPopName, but that does not appear to be written early enough to query (or can't be queried), as the Get Participant Data action is returning a variable that is Not Set/Empty.

Scenario:

We recently introduced a default Script and assigned it to our queues so it will display on agent initiated outbound calls.  An unexpected side effect is that inbound calls into these queues are also displaying the default Script if they did not have another assigned in the flows - - and internal calls/transfers don't currently have a Screen Pop assigned, so they also display this default Script.

One solution for the internal calls is to set the Screen Pop in the In-queue Flow for the queue, but I don't want to accidentally override a previously set Screen Pop - hence my search for a method to confirm if one has already been set.  While I could pair the Set Screen Pop action with a separate Set Participant Data action to write it myself, it would be cleaner if I had a way to query the system directly.  Fewer updates needed across my flows.

I thought of another theoretical solution, but the Script environment doesn't appear to have a system variable that contains the direction of the call.

Any further insight into this puzzle would be appreciated.

I'm looking for a method to confirm what, if any, Screen Pop script has been set in a call.

There does not appear to be a system variable in Architect that I can reference.

After using the Architect action Set Screen Pop, the participant data on the call shows an entry for ScreenPopName, but that does not appear to be written early enough to query (or can't be queried), as the Get Participant Data action is returning a variable that is Not Set/Empty.

Scenario:

We recently introduced a default Script and assigned it to our queues so it will display on agent initiated outbound calls.  An unexpected side effect is that inbound calls into these queues are also displaying the default Script if they did not have another assigned in the flows - - and internal calls/transfers don't currently have a Screen Pop assigned, so they also display this default Script.

One solution for the internal calls is to set the Screen Pop in the In-queue Flow for the queue, but I don't want to accidentally override a previously set Screen Pop - hence my search for a method to confirm if one has already been set.  While I could pair the Set Screen Pop action with a separate Set Participant Data action to write it myself, it would be cleaner if I had a way to query the system directly.  Fewer updates needed across my flows.

I thought of another theoretical solution, but the Script environment doesn't appear to have a system variable that contains the direction of the call.

Any further insight into this puzzle would be appreciated.

If one of your preceding flows contains an action to set a screen pop it automatically appends "scriptid" and "ScreenPopName" keys and values to the interaction-participant-data.

In each of your subsequent inbound or in-queue flows add a "Get Participant Data" action at the beginning of the flow and set (Attribute Name 1 = "ScreenPopName", Variable to assign 1 = Task.ScreenPopName).  You can then evaluate IsNotSetOrEmpty(Task.ScreenPopName). If true, you can safely assume the script set in the queue configuration will be used.  If false, you can evaluate with a decision expression if(Contains(Task.ScreenPopName, "DifferentScriptName")) or use an expression to check if Task.ScreenPopName matches a list of names FindFirst(MakeList("Name1", "Name2", "Name3", "Name4"), Task.ScreenPopName) >= 0.  In the findfirst expression if 1 string is matched you'll have a result of 0, if 2 strings are matched you'll have a result of 1, if there are no matches you'll get a negative integer, hence why the expression contains a ">= 0" at the end of the expression to force it to go down the true path if one or more matches are found.  Then you can set a different screen pop. 

I'm looking for a method to confirm what, if any, Screen Pop script has been set in a call.

There does not appear to be a system variable in Architect that I can reference.

After using the Architect action Set Screen Pop, the participant data on the call shows an entry for ScreenPopName, but that does not appear to be written early enough to query (or can't be queried), as the Get Participant Data action is returning a variable that is Not Set/Empty.

Scenario:

We recently introduced a default Script and assigned it to our queues so it will display on agent initiated outbound calls.  An unexpected side effect is that inbound calls into these queues are also displaying the default Script if they did not have another assigned in the flows - - and internal calls/transfers don't currently have a Screen Pop assigned, so they also display this default Script.

One solution for the internal calls is to set the Screen Pop in the In-queue Flow for the queue, but I don't want to accidentally override a previously set Screen Pop - hence my search for a method to confirm if one has already been set.  While I could pair the Set Screen Pop action with a separate Set Participant Data action to write it myself, it would be cleaner if I had a way to query the system directly.  Fewer updates needed across my flows.

I thought of another theoretical solution, but the Script environment doesn't appear to have a system variable that contains the direction of the call.

Any further insight into this puzzle would be appreciated.