Genesys Cloud - Main

We have Screen Pop configured in our Call Flow and it works great on the initial Transfer to ACD. The issue we are having is when the agent performs a warm or cold transfer the Screen Pop happens to the agent receiving the transfer.  How do we stop the Screen Pop on a Transfer call? Thanks
#Routing(ACD/IVR)

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Clark Harmon
Global Services Department
The Church of Jesus Christ of Latter-day Saints
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Hi Clark

I believe all ACD calls have an Agent Script.
Instead of transferring direct to Queue, transfer to a flow, and there set a different Agent Script for the receiving agent
Otherwise the call will use the Agent Script set as the default value in the queue configuration, so again can just set a different default script, and as long as you always set a script for inbound calls, you can then differentiate between outbound and internal through scripter variables, and using visibility control provide different information for the internal transfer agents vs outbound calls.

Removing it entirely, isn't something I think is possible, but someone else might know a way.

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Anton Vroon
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