Is there a way to call Genesys from 3rd party app to launch/change script behaviour while agent on a call.
Scripts aren't really designed to be proactively controlled by external events. What is the use case that you are trying to solve?
normally when a call comes in we search on phone number in scripts and pull up account. On a small amount of calls, we don't get match so we have this 3rd party CRM (home built web), and if they search on this app, we want that number displayed on the script in genesys
Is your home-built CRM running in its own browser tab, or is it embedded inside the script using a web control? If it is embedded via a web control then you could easily just add the customer's phone number as a query parameter on the end of the URL for the iframe. If it's a separate browser tab, then you could launch a new tab by building a URL, adding the phone number as a query parameter, and performing that launch by giving the agent a button on a script to do that automatically.
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