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What if you DON'T want a screen to pop in Salesforce when using the widget?

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  • 1.  What if you DON'T want a screen to pop in Salesforce when using the widget?

    Posted 11-10-2022 14:01
    No replies, thread closed.
    Currently, if a call comes in and the ANI matches more than one record OR doesn't match any record, the call transfers to the queue and Salesforce automatically opens up a new tab for Searching.

    I know that we have values in Architect for SF_URL pop -  if I remove that - will it not pop ANY screen - or will it fail?  In other words, MUST it pop a page?

    The help documentation states that the default behavior is configured in the Salesforce side - but I was wondering if there was something I could do on the PureCloud side as well.

    Thanks,
    Brenda
    #Integrations
    #SystemAdministration
    #Unsure/Other

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    Brenda Wynne
    Alcon Vision LLC
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  • 2.  RE: What if you DON'T want a screen to pop in Salesforce when using the widget?

    Posted 11-11-2022 08:53
    No replies, thread closed.
    The behavior of the search based screen pop is governed by the "softphone settings" configuration within Salesforce.  You can configure exactly how you want the OpenCTI phone to behave in the event of no match, one match, or multiple matches; you can also create multiple softphones and assign them individually or as a group to various users throughout your organization.  

    The default behavior of the Genesys Cloud for Salesforce OpenCTI softphone is to use the ANI as the sf_SearchValue.  This value can be overridden with either a new search value, or with the sf_URLPop attribute, which can direct you either to a specific Salesforce page (like a visualforce page), or to a specific Salesforce object by that object's ID.  The behavior of screen pops and the associated attributes is documented here: https://help.mypurecloud.com/articles/screen-pop-in-genesys-cloud-for-salesforce/ (there's also a link to the Salesforce documentation regarding the softphone settings on this page).

    In addition to these default controls, there are client extension points, which allow you to further customize screen pop behaviors using your own Apex code.  This could allow you to vary the screen pop behavior in a more situational fashion (i.e. perform a screen pop under condition A, but not under condition B).  Extension points are documented here: https://help.mypurecloud.com/articles/extension-points-in-genesys-cloud-for-salesforce/

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    Richard Schott
    Genesys - Employees
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    Original Message


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