Genesys Cloud - Main

Hello,

We have SalesForce integrated with Genesys CX and our agents use the Genesys embedded client to manage calls in SalesForce. 

I have a script built out that is accessable in the embedded client and is presented on an incoming or outgoing call.  We have a couple of agents that select the script button from the embedded client and they never see the script page which leads them to believe the script button is not functioning.  What is actually happening is the script page is popping somewhere else and not on the SalesForce page or any where they can see it. The only way these agents can use the script button is if they hover over the Chrome icons on the bottom of their screen and then click on the script page image.  

This is not an urgent situation just something odd that is happening and I was hoping someone might have an idea on how to get the script page to pop where it is visible.

Thanks!

Tina

#ArchitectureandDesign
#Telephony
#Unsure/Other

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Tina Yocum
Nxstage Medical, Inc.
------------------------------

Hi @Tina Yocum - you've gotten an answer to your question on the newest episode of the Genesys Cloud Q&A show starting at minute mark 30:33. Hope it helps! 

------------------------------
Nicole Milliken
Genesys - Employees

Original Message:
Sent: 05-31-2023 16:42
From: Tina Yocum
Subject: Scripting Page pops up on random screen

Hello,

We have SalesForce integrated with Genesys CX and our agents use the Genesys embedded client to manage calls in SalesForce. 

I have a script built out that is accessable in the embedded client and is presented on an incoming or outgoing call.  We have a couple of agents that select the script button from the embedded client and they never see the script page which leads them to believe the script button is not functioning.  What is actually happening is the script page is popping somewhere else and not on the SalesForce page or any where they can see it. The only way these agents can use the script button is if they hover over the Chrome icons on the bottom of their screen and then click on the script page image.  

This is not an urgent situation just something odd that is happening and I was hoping someone might have an idea on how to get the script page to pop where it is visible.

Thanks!

Tina

#ArchitectureandDesign
#Telephony
#Unsure/Other

------------------------------
Tina Yocum
Nxstage Medical, Inc.
------------------------------

Hello,

We have SalesForce integrated with Genesys CX and our agents use the Genesys embedded client to manage calls in SalesForce. 

I have a script built out that is accessable in the embedded client and is presented on an incoming or outgoing call.  We have a couple of agents that select the script button from the embedded client and they never see the script page which leads them to believe the script button is not functioning.  What is actually happening is the script page is popping somewhere else and not on the SalesForce page or any where they can see it. The only way these agents can use the script button is if they hover over the Chrome icons on the bottom of their screen and then click on the script page image.  

This is not an urgent situation just something odd that is happening and I was hoping someone might have an idea on how to get the script page to pop where it is visible.

Thanks!

Tina

Link to Genesys Cloud documentation about configuring Script button on the Salesforce Utility bar.

https://help.mypurecloud.com/articles/add-an-embedded-interaction-window/

Hello,

We have SalesForce integrated with Genesys CX and our agents use the Genesys embedded client to manage calls in SalesForce. 

I have a script built out that is accessable in the embedded client and is presented on an incoming or outgoing call.  We have a couple of agents that select the script button from the embedded client and they never see the script page which leads them to believe the script button is not functioning.  What is actually happening is the script page is popping somewhere else and not on the SalesForce page or any where they can see it. The only way these agents can use the script button is if they hover over the Chrome icons on the bottom of their screen and then click on the script page image.  

This is not an urgent situation just something odd that is happening and I was hoping someone might have an idea on how to get the script page to pop where it is visible.

Thanks!

Tina

Hi Maxim,

During the Genesys Cloud Q&A show starting at minute mark 30:33, you presented your solution. I noticed your embedded client displayed much more information than my embedded client. How and what did you configure to provide more information for the call display information?
This is an example of my embedded client.

This was your embedded client.

Regards,

David

Link to Genesys Cloud documentation about configuring Script button on the Salesforce Utility bar.

https://help.mypurecloud.com/articles/add-an-embedded-interaction-window/

Hello,

We have SalesForce integrated with Genesys CX and our agents use the Genesys embedded client to manage calls in SalesForce. 

I have a script built out that is accessable in the embedded client and is presented on an incoming or outgoing call.  We have a couple of agents that select the script button from the embedded client and they never see the script page which leads them to believe the script button is not functioning.  What is actually happening is the script page is popping somewhere else and not on the SalesForce page or any where they can see it. The only way these agents can use the script button is if they hover over the Chrome icons on the bottom of their screen and then click on the script page image.  

This is not an urgent situation just something odd that is happening and I was hoping someone might have an idea on how to get the script page to pop where it is visible.

Thanks!

Tina

Hi Maxim,

During the Genesys Cloud Q&A show starting at minute mark 30:33, you presented your solution. I noticed your embedded client displayed much more information than my embedded client. How and what did you configure to provide more information for the call display information?
This is an example of my embedded client.

This was your embedded client.

Regards,

David

Link to Genesys Cloud documentation about configuring Script button on the Salesforce Utility bar.

https://help.mypurecloud.com/articles/add-an-embedded-interaction-window/

Hello,

We have SalesForce integrated with Genesys CX and our agents use the Genesys embedded client to manage calls in SalesForce. 

I have a script built out that is accessable in the embedded client and is presented on an incoming or outgoing call.  We have a couple of agents that select the script button from the embedded client and they never see the script page which leads them to believe the script button is not functioning.  What is actually happening is the script page is popping somewhere else and not on the SalesForce page or any where they can see it. The only way these agents can use the script button is if they hover over the Chrome icons on the bottom of their screen and then click on the script page image.  

This is not an urgent situation just something odd that is happening and I was hoping someone might have an idea on how to get the script page to pop where it is visible.

Thanks!

Tina