Add Paritipant - Not Getting Screen Pop on Receiving End

1

Hello..

I am adding a participant to an existing conversation by calling the DID to route to another queue. However, when the new agent receives the call, there is no screen pop.
I've attempted to call a queue but the idea is to NOT place the customer on hold while moving the call to a new Queue. Consult Transfer places the customer on hold.

I've been able to add the new phoneNumber and get to an agent in the new Queue, but the new agent does not get the screen pop.

Thank you.

2

I would assume that whatever process you're using to call the second agent isn't set up for a screen pop, or lacks the data to trigger the screen pop. The exact solution depends on your exact configuration and process, but the general idea is that you'll need to do something in Architect for the second call to obtain the data you need for the screen pop.

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