Genesys Cloud CX

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  • 1.  Salesforce Classic screen pop issue

    Posted 12-01-2022 07:02
    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


  • 2.  RE: Salesforce Classic screen pop issue

    Posted 12-01-2022 16:53
    The phone number should pop by default, but you do need to define the fields it looks into.  You can also send in the attribute of PhoneNumber along with the SF_URLPop.

    As an alternative, for the same price, you might consider the OneView product instead.  Much better interface and can talk directly with FLOW to pop whatever you want.  Genesys AppFoundry - Avtex OneView (mypurecloud.com)

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Salesforce Classic screen pop issue

    GENESYS
    Posted 12-02-2022 09:19
    Robert, does OneView even operate in Salesforce classic (which is what the above question was about)?  I know it makes pretty extensive use of lightning components, and screenpop to flow is also a lightning only feature.

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    Richard Schott
    Genesys - Employees
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  • 4.  RE: Salesforce Classic screen pop issue

    GENESYS
    Posted 12-02-2022 09:17
    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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