Our customer is reporting that they did not get an Agent Screen Pop when making an Outbound Call via Interactions (On-Behalf of the Queue).

I made a few test calls, and when I make an Outbound Interaction, on-behalf of the queue, can only see the Agent Script pop on the following use cases:

-        - Outbound Call on behalf of the queue to an Internal Genesys Users – Agent Script pops up

-        - Outbound Call on behalf of the queue to an External PSTN DID Number – Agent Script pops up

However, if I repeat the outbound call but call either to an Genesys Inbound Flow or a Queue / ACD, there is no Agent Script presented.

All I can find in the documentation is that the call must be 'On Behalf of the Queue'.
Can someone please point me in the right direction with regards to the limitations of when the Agent Script gets presented vs NOT presented to the agent?

3/27/24 UPDATE:

I was able to repeat this behavior in multiple orgs. Opened up a case with Genesys Support and here is the response I received:

"Unfortunately flows and queues are not valid targets to run a script. This would explain why this happens in the other orgs as well."

Our customer is reporting that they did not get an Agent Screen Pop when making an Outbound Call via Interactions (On-Behalf of the Queue).

I made a few test calls, and when I make an Outbound Interaction, on-behalf of the queue, can only see the Agent Script pop on the following use cases:

-        - Outbound Call on behalf of the queue to an Internal Genesys Users – Agent Script pops up

-        - Outbound Call on behalf of the queue to an External PSTN DID Number – Agent Script pops up

However, if I repeat the outbound call but call either to an Genesys Inbound Flow or a Queue / ACD, there is no Agent Script presented.

All I can find in the documentation is that the call must be 'On Behalf of the Queue'.
Can someone please point me in the right direction with regards to the limitations of when the Agent Script gets presented vs NOT presented to the agent?

Hi Art,

That response seems like they are missing the point entirely. Since you absolutely set agent script on flows, and in the Queue configuration as a default to use when not going through a flow. 

Sorry I don't know the answer to your question though. 

But to summarise, what you are seeing is, when an Agent in Genesys calls a Genesys DDI that goes to a flow (even with set screen pop action configured), or Queue direct (with default script set), as a purely internal call, ie with no customer on the line, so not a consult/transfer, then it is not displaying the agent script? 

------------------------------
Anton Vroon

Original Message:
Sent: 03-27-2024 15:48
From: Art Tumanik
Subject: Agent Script (Screen Pop) not working on specific Outbound Calls

3/27/24 UPDATE:

I was able to repeat this behavior in multiple orgs. Opened up a case with Genesys Support and here is the response I received:

"Unfortunately flows and queues are not valid targets to run a script. This would explain why this happens in the other orgs as well."

------------------------------
Art

Original Message:
Sent: 03-26-2024 19:34
From: Art Tumanik
Subject: Agent Script (Screen Pop) not working on specific Outbound Calls

Our customer is reporting that they did not get an Agent Screen Pop when making an Outbound Call via Interactions (On-Behalf of the Queue).

I made a few test calls, and when I make an Outbound Interaction, on-behalf of the queue, can only see the Agent Script pop on the following use cases:

-        - Outbound Call on behalf of the queue to an Internal Genesys Users – Agent Script pops up

-        - Outbound Call on behalf of the queue to an External PSTN DID Number – Agent Script pops up

However, if I repeat the outbound call but call either to an Genesys Inbound Flow or a Queue / ACD, there is no Agent Script presented.

All I can find in the documentation is that the call must be 'On Behalf of the Queue'.
Can someone please point me in the right direction with regards to the limitations of when the Agent Script gets presented vs NOT presented to the agent?

#Routing(ACD/IVR)

------------------------------
Art
------------------------------

Hi Anton,

Your summary is correct. When making an OUTBOUND call on behalf of a queue with an Agent Script attached, it does NOT fire up when calling an Internal IVR(Flow) or ACD(Queue).

I will ask Genesys Support to explain why these use cases are not supported.

------------------------------
Art

Original Message:
Sent: 03-27-2024 17:21
From: Anton Vroon
Subject: Agent Script (Screen Pop) not working on specific Outbound Calls

Hi Art,

That response seems like they are missing the point entirely. Since you absolutely set agent script on flows, and in the Queue configuration as a default to use when not going through a flow. 

Sorry I don't know the answer to your question though. 

But to summarise, what you are seeing is, when an Agent in Genesys calls a Genesys DDI that goes to a flow (even with set screen pop action configured), or Queue direct (with default script set), as a purely internal call, ie with no customer on the line, so not a consult/transfer, then it is not displaying the agent script? 

------------------------------
Anton Vroon

Original Message:
Sent: 03-27-2024 15:48
From: Art Tumanik
Subject: Agent Script (Screen Pop) not working on specific Outbound Calls

3/27/24 UPDATE:

I was able to repeat this behavior in multiple orgs. Opened up a case with Genesys Support and here is the response I received:

"Unfortunately flows and queues are not valid targets to run a script. This would explain why this happens in the other orgs as well."

------------------------------
Art

Original Message:
Sent: 03-26-2024 19:34
From: Art Tumanik
Subject: Agent Script (Screen Pop) not working on specific Outbound Calls

Our customer is reporting that they did not get an Agent Screen Pop when making an Outbound Call via Interactions (On-Behalf of the Queue).

I made a few test calls, and when I make an Outbound Interaction, on-behalf of the queue, can only see the Agent Script pop on the following use cases:

-        - Outbound Call on behalf of the queue to an Internal Genesys Users – Agent Script pops up

-        - Outbound Call on behalf of the queue to an External PSTN DID Number – Agent Script pops up

However, if I repeat the outbound call but call either to an Genesys Inbound Flow or a Queue / ACD, there is no Agent Script presented.

All I can find in the documentation is that the call must be 'On Behalf of the Queue'.
Can someone please point me in the right direction with regards to the limitations of when the Agent Script gets presented vs NOT presented to the agent?

#Routing(ACD/IVR)

------------------------------
Art
------------------------------

3/27/24 UPDATE2: Latest response from Genesys Support (in regards to Agent Screen / Screen Pop):

"​An interaction is a means of connecting an internal participant to external participant. When you are calling on behalf of a queue you are the internal participant. Calling on behalf of a queue to another queue or flow would be two internal participants talking to each other and the script does not launch since you have two internal participants talking to each other with no external participant."

Hi Anton,

Your summary is correct. When making an OUTBOUND call on behalf of a queue with an Agent Script attached, it does NOT fire up when calling an Internal IVR(Flow) or ACD(Queue).

I will ask Genesys Support to explain why these use cases are not supported.

------------------------------
Art

Original Message:
Sent: 03-27-2024 17:21
From: Anton Vroon
Subject: Agent Script (Screen Pop) not working on specific Outbound Calls

Hi Art,

That response seems like they are missing the point entirely. Since you absolutely set agent script on flows, and in the Queue configuration as a default to use when not going through a flow. 

Sorry I don't know the answer to your question though. 

But to summarise, what you are seeing is, when an Agent in Genesys calls a Genesys DDI that goes to a flow (even with set screen pop action configured), or Queue direct (with default script set), as a purely internal call, ie with no customer on the line, so not a consult/transfer, then it is not displaying the agent script? 

------------------------------
Anton Vroon

Original Message:
Sent: 03-27-2024 15:48
From: Art Tumanik
Subject: Agent Script (Screen Pop) not working on specific Outbound Calls

3/27/24 UPDATE:

I was able to repeat this behavior in multiple orgs. Opened up a case with Genesys Support and here is the response I received:

"Unfortunately flows and queues are not valid targets to run a script. This would explain why this happens in the other orgs as well."

------------------------------
Art

Original Message:
Sent: 03-26-2024 19:34
From: Art Tumanik
Subject: Agent Script (Screen Pop) not working on specific Outbound Calls

Our customer is reporting that they did not get an Agent Screen Pop when making an Outbound Call via Interactions (On-Behalf of the Queue).

I made a few test calls, and when I make an Outbound Interaction, on-behalf of the queue, can only see the Agent Script pop on the following use cases:

-        - Outbound Call on behalf of the queue to an Internal Genesys Users – Agent Script pops up

-        - Outbound Call on behalf of the queue to an External PSTN DID Number – Agent Script pops up

However, if I repeat the outbound call but call either to an Genesys Inbound Flow or a Queue / ACD, there is no Agent Script presented.

All I can find in the documentation is that the call must be 'On Behalf of the Queue'.
Can someone please point me in the right direction with regards to the limitations of when the Agent Script gets presented vs NOT presented to the agent?

#Routing(ACD/IVR)

------------------------------
Art
------------------------------

Mother Genesys knows best.

Wish that was up to the organization to decide that behavior, but feel like that would be a feature request.

I do wonder though if you can trick it somehow into thinking it is an external participant. Which seems like an aweful workaround, but if the call goes out external, and then returns back in, eg 0800 or external DDI that forwards back to Genesys DDI. Would that work?

3/27/24 UPDATE2: Latest response from Genesys Support (in regards to Agent Screen / Screen Pop):

"​An interaction is a means of connecting an internal participant to external participant. When you are calling on behalf of a queue you are the internal participant. Calling on behalf of a queue to another queue or flow would be two internal participants talking to each other and the script does not launch since you have two internal participants talking to each other with no external participant."

Hi Anton,

Your summary is correct. When making an OUTBOUND call on behalf of a queue with an Agent Script attached, it does NOT fire up when calling an Internal IVR(Flow) or ACD(Queue).

I will ask Genesys Support to explain why these use cases are not supported.

------------------------------
Art

Original Message:
Sent: 03-27-2024 17:21
From: Anton Vroon
Subject: Agent Script (Screen Pop) not working on specific Outbound Calls

Hi Art,

That response seems like they are missing the point entirely. Since you absolutely set agent script on flows, and in the Queue configuration as a default to use when not going through a flow. 

Sorry I don't know the answer to your question though. 

But to summarise, what you are seeing is, when an Agent in Genesys calls a Genesys DDI that goes to a flow (even with set screen pop action configured), or Queue direct (with default script set), as a purely internal call, ie with no customer on the line, so not a consult/transfer, then it is not displaying the agent script? 

------------------------------
Anton Vroon

Original Message:
Sent: 03-27-2024 15:48
From: Art Tumanik
Subject: Agent Script (Screen Pop) not working on specific Outbound Calls

3/27/24 UPDATE:

I was able to repeat this behavior in multiple orgs. Opened up a case with Genesys Support and here is the response I received:

"Unfortunately flows and queues are not valid targets to run a script. This would explain why this happens in the other orgs as well."

------------------------------
Art

Original Message:
Sent: 03-26-2024 19:34
From: Art Tumanik
Subject: Agent Script (Screen Pop) not working on specific Outbound Calls

Our customer is reporting that they did not get an Agent Screen Pop when making an Outbound Call via Interactions (On-Behalf of the Queue).

I made a few test calls, and when I make an Outbound Interaction, on-behalf of the queue, can only see the Agent Script pop on the following use cases:

-        - Outbound Call on behalf of the queue to an Internal Genesys Users – Agent Script pops up

-        - Outbound Call on behalf of the queue to an External PSTN DID Number – Agent Script pops up

However, if I repeat the outbound call but call either to an Genesys Inbound Flow or a Queue / ACD, there is no Agent Script presented.

All I can find in the documentation is that the call must be 'On Behalf of the Queue'.
Can someone please point me in the right direction with regards to the limitations of when the Agent Script gets presented vs NOT presented to the agent?

#Routing(ACD/IVR)

------------------------------
Art
------------------------------

Our customer is reporting that they did not get an Agent Screen Pop when making an Outbound Call via Interactions (On-Behalf of the Queue).

I made a few test calls, and when I make an Outbound Interaction, on-behalf of the queue, can only see the Agent Script pop on the following use cases:

-        - Outbound Call on behalf of the queue to an Internal Genesys Users – Agent Script pops up

-        - Outbound Call on behalf of the queue to an External PSTN DID Number – Agent Script pops up

However, if I repeat the outbound call but call either to an Genesys Inbound Flow or a Queue / ACD, there is no Agent Script presented.

All I can find in the documentation is that the call must be 'On Behalf of the Queue'.
Can someone please point me in the right direction with regards to the limitations of when the Agent Script gets presented vs NOT presented to the agent?

We started to see this issue yesterday in one of our Orgs, mostly for outbound calls, but occasionally for inbound too.

Our design is complex due to regulatory requirements where for outbound calls, once connected to customer, we have to blind transfer the call to another inbound flow for customer consent, and then post consent the customer call comes back to the same agent who made the original outbound call. All working fine until Wednesday close of business.

On Thursday for outbound calls we get no screenpop script, which causes our agents have no way to blind transfer call to for consent processing. In some cases where they do blind transfer, when the call comes back to them, the next script does not display and these scripts both at the time of first outbound interaction & when it comes back to the agent are critical to capture customer information for regulatory & compliance perspective and we were not able to do any outbound calls for the whole day.

A case is with Genesys but not much has been updated on it yet.

Our customer is reporting that they did not get an Agent Screen Pop when making an Outbound Call via Interactions (On-Behalf of the Queue).

I made a few test calls, and when I make an Outbound Interaction, on-behalf of the queue, can only see the Agent Script pop on the following use cases:

-        - Outbound Call on behalf of the queue to an Internal Genesys Users – Agent Script pops up

-        - Outbound Call on behalf of the queue to an External PSTN DID Number – Agent Script pops up

However, if I repeat the outbound call but call either to an Genesys Inbound Flow or a Queue / ACD, there is no Agent Script presented.

All I can find in the documentation is that the call must be 'On Behalf of the Queue'.
Can someone please point me in the right direction with regards to the limitations of when the Agent Script gets presented vs NOT presented to the agent?