Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Screen Pop when calling on behalf of a Queue

    Posted 07-02-2019 01:43
    No replies, thread closed.
    Hi Team,

    Seeking some help with a Screen Pop when calling on behalf of a Queue.
    I have previously set this up successfully however it appears to have dropped off and now I cannot fix it.
    Admin > Contact Centre > Scripts
    I have selected the script I need to update
    Script > Script Properties > Features > Outbound > Enable
    This is where I get stuck ... it is wanting me to select a Contact List. 
    Unclear as to what Contact List it is referring to. When my office make outbound calls to our client families obo a queue, we manually type in the customer's phone number therefore there is no list per say. 
    The reason we want to have a screen pop when we make an outbound call is if we needed to take a credit card payment over the phone we need to be able to 'pause' the call recording when the customer reads out the card number and then 'restart' the recording again.

    Would appreciate feedback / guidance with this one.

    thanks,
    #Outbound
    #SystemAdministration

    ------------------------------
    Julie Miller
    Business Support Specialist
    Southern Metropolitan Cemeteries Trust
    ------------------------------


  • 2.  RE: Screen Pop when calling on behalf of a Queue
    Best Answer

    Posted 07-02-2019 11:23
    No replies, thread closed.
    Enabling "Outbound" on a script makes it available for use with PureCloud Outbound Dialing (which uses a contact list to place the calls).

    You do not need to enable "Outbound" for calls manually dialed "On behalf of queue".

    In the Queue configuration, on the Voice tab, set Default Script to the one you want used for those manually dialed queue calls.

    ------------------------------
    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Screen Pop when calling on behalf of a Queue

    Posted 07-02-2019 20:22
    No replies, thread closed.
    Thank you so much George; that was very helpful .. all fixed now :)

    ------------------------------
    Julie Miller
    Southern Metropolitan Cemeteries Trust
    ------------------------------

    Original Message


  • 4.  RE: Screen Pop when calling on behalf of a Queue

    Posted 07-03-2019 09:18
    No replies, thread closed.
    Yay! :-)

    ------------------------------
    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


Related Content