CX Cloud Salesforce screen pop

[beeScottie]

Hi Team,

Using CX Cloud with the base and voice packages installed. We have a requirement for a basic salesforce screen pop for inbound calls i.e. pop a lead / opportunity / contact record etc when inbound call is ringing.

Keen to hear about others experiences and best practice for a Salesforce voice screen pop using CX Cloud? Note this is to pop a Salesforce object in Salesforce, not to pop a Genesys screen pop script in Salesforce (which is not supported)

With the previous connector, this would have been handled with a soft phone layout and/or Data Action then adding the URL as an attribute.

With CX Cloud (Service Cloud Voice):

• Softphone layout doesn't come into play
• Data Action can be called in Architect, however there doesn't appear to be an attribute which would be picked up by CX Cloud and used for the screen pop
• Extension points have been referenced for digital channels, however examples are 4 years old with different namespaces etc and we don't seem to be able to configure the base package once it's installed. (to add an apex class)
  https://help.mypurecloud.com/articles/use-the-extension-points-to-customize-screen-pop/
• Can configure an Omni-Channel flow in Salesforce, however that would require the external routing package to be install as well and may leave us with two routing engines (Genesys routing to Salesforce flow then Salesforce determining which agent based on Salesforce flow / queue)
  https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_omni_flow.htm
• also now checking out object linking to see if we can link a lead, opportunity, contact, account etc
  https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_record_linking.htm
• Can implement custom code in Salesforce for screen pop, however would prefer not too

Our next step would be to investigate object linking and if that doesn't work then uninstall and reinstall the base package. Any better ideas?

[Kevin_Goodwin]

Scottie, can you confirm that the GenesysCloudInteractionUtility (the utility item that contained the agent script) is not functional on the new Salesforce integration? I have functionality that prepopulated information and transferred a call to a secure flow built into an agent script that I need to somehow replicate with the new integration.

[beeScottie]

Correct. I've confirmed today that Genesys Agent Scripting not yet available. On roadmap for early 2025 along with the use of SF omni flows which allow the screen pops to be configured similar to the soft phone layouts in the old connector.

Currently, out of the box, only contact records can be screen popped, alongside the voice object field. Other items like Leeds, opportunities, accounts etc cannot be popped by Genesys. The need customisation in Salesforce to be popped (which we've discovered introduces latency in the calls even ringing)