We do this for call recording.. make internal numbers dial an external DID matched by a number plan reg ex to send out of trunk and back in, bare in mind you will have added call cost as if it stays in edge then no cost.
Original Message:
Sent: 03-27-2024 19:07
From: Anton Vroon
Subject: Agent Script (Screen Pop) not working on specific Outbound Calls
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?
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Anton Vroon
Original Message:
Sent: 03-27-2024 18:59
From: Art Tumanik
Subject: Agent Script (Screen Pop) not working on specific Outbound Calls
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."
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Art
Original Message:
Sent: 03-27-2024 17:36
From: Art Tumanik
Subject: Agent Script (Screen Pop) not working on specific Outbound Calls
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.
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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?
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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."
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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)
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Art
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