Genesys Cloud - Main

I want to be able to set different scripts when a call is transferred between departments. So for instance a particular screen pops with certain in one area of the business but when the call is transferred via an external contact to a different department some of the information is missing from that new script.

I can get different scripts to pop when I ring the different departments individually but it is when transferring that the same script is appearing on both screen pops.

Hi Richard,

When transferring to the other department are you transferring it via an ACD queue? In Set Screen Pop action it states Pop up scripts only work when you transfer to ACD,  it could also have set the script on the first queue and then depending on how you are transferring if this is being set again or retaining the original screen pop action?

I want to be able to set different scripts when a call is transferred between departments. So for instance a particular screen pops with certain in one area of the business but when the call is transferred via an external contact to a different department some of the information is missing from that new script.

I can get different scripts to pop when I ring the different departments individually but it is when transferring that the same script is appearing on both screen pops.

Sam,

I tried transferring directly into another queue and also via the use of an external contact into a specific queue however both still pull the original script.

Hi Richard,

When transferring to the other department are you transferring it via an ACD queue? In Set Screen Pop action it states Pop up scripts only work when you transfer to ACD,  it could also have set the script on the first queue and then depending on how you are transferring if this is being set again or retaining the original screen pop action?

I want to be able to set different scripts when a call is transferred between departments. So for instance a particular screen pops with certain in one area of the business but when the call is transferred via an external contact to a different department some of the information is missing from that new script.

I can get different scripts to pop when I ring the different departments individually but it is when transferring that the same script is appearing on both screen pops.

I want to be able to set different scripts when a call is transferred between departments. So for instance a particular screen pops with certain in one area of the business but when the call is transferred via an external contact to a different department some of the information is missing from that new script.

I can get different scripts to pop when I ring the different departments individually but it is when transferring that the same script is appearing on both screen pops.

I want to be able to set different scripts when a call is transferred between departments. So for instance a particular screen pops with certain in one area of the business but when the call is transferred via an external contact to a different department some of the information is missing from that new script.

I can get different scripts to pop when I ring the different departments individually but it is when transferring that the same script is appearing on both screen pops.

I want to be able to set different scripts when a call is transferred between departments. So for instance a particular screen pops with certain in one area of the business but when the call is transferred via an external contact to a different department some of the information is missing from that new script.

I can get different scripts to pop when I ring the different departments individually but it is when transferring that the same script is appearing on both screen pops.