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  • 1.  Script Page Load Action in Salesforce

    Posted 04-17-2020 04:53
    No replies, thread closed.
    Hi,

    We are popping a script for calls that are coming in to a salesforce client. The script start page has a "Page Load Action" in place. 

    Our issue is that when the call comes in, the script does not automatically load like it does in Purecloud. Only when the agent clicks the script button does the "Page Load Action" run. But we need it to run automatically as soon as the call begins alerting to an agent. Is that possible?

    Form my research it looks like we may have to make it an embedded window and/or add the Purecloud Interaction Utility item?
    Was hoping to avoid this if possible!

    Kind Regards,
    Marian

    #Integrations
    #Unsure/Other

    ------------------------------
    Marian OConnell
    Wren Data Ltd.
    ------------------------------


  • 2.  RE: Script Page Load Action in Salesforce

    Posted 04-18-2020 10:02
    No replies, thread closed.
    Marian,

    The script does not open by default within the Salesforce client by design.  First, there is an additional screenpop occurring, opening a Salesforce record as part of the incoming conversation https://help.mypurecloud.com/articles/screen-pop-in-purecloud-for-salesforce/.  Second, because the script is part of a separate window or frame within Salesforce, opening the script automatically on the incoming conversation would remove focus from the embedded client, potentially preventing the agent from answering the call.

    ------------------------------
    Richard Schott
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Script Page Load Action in Salesforce

    Posted 04-20-2020 12:29
    No replies, thread closed.
    Hi Richards,

    Thanks for the info. So the script never loads automatically in Salesforce until the agent clicks the Script button?

    I have tested this on my lab SF dev environment using lightening, and the script loads.
    It does not pop to the agent, which is fine, but it does still carry out the scripts Page Load action in the background.

    But in Salesforce Classic I cannot get the same behaviour to happen in any case. Is that correct?

    Not so much interested in the script popping open to the agent, but once it loads in the background when the call is alerting/answered by the agent like it does in Purecloud??

    Thanks,
    Marian

    ------------------------------
    Marian OConnell
    Wren Data Ltd.
    ------------------------------

    Original Message


  • 4.  RE: Script Page Load Action in Salesforce

    Posted 04-20-2020 14:13
    No replies, thread closed.
    In classic, the script window launches as a separate window.  If that window is left open, the script load should happen transparently (as it does when the script window is embedded).  If that window gets closed, then it doesn't exist to load the script (or digital interaction handling).

    ------------------------------
    Richard Schott
    Genesys - Employees
    ------------------------------

    Original Message


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