Mostafa, the behavior of screen pops is documented here:
https://help.mypurecloud.com/articles/screen-pop-in-genesys-cloud-for-salesforce/. I suspect what you're running in to is the softphone configuration within Salesforce, which governs what objects are searched when using either the ANI or the sf_searchValue screen pop method (FWIW, if no value is present in sf_searchValue, the integration uses ANI as the search value). The softphone settings also dictate the behavior of the Salesforce search and pop API in terms of what to do under the various possible scenarios; there are options for one record found, multiple records found, and no records found. I would double check the softphone layout that's assigned to your user to see if that's what is happening.
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Richard Schott
Genesys - Employees
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Original Message:
Sent: 12-01-2022 07:01
From: Mostafa Oudderhem
Subject: Salesforce Classic screen pop issue
Hello,
For an integration of Salesfoce classic with Genesys Cloud, we have installed Genesys Cloud for Salesforce package within salesforce in order to use Embeddable Framework within Salesforce page. everything works fine, but we have just an issue regarding screen pop for the incoming voice calls, sometime is not working even if the customer ANI number is recognized and defined in salesforce contacts.
Do we need to add some configurations in Architect Call Flow, like "Set participant data" with SF_URLPop, is it mandatory in order for Screen pop to be working in salesforce ?
Thank you in advance.
#Integrations
#Omni-ChannelDesktop/UserInterface