Genesys softphone (embedded client) in Salesforce doesn't perform screen pop for Outbound Campaign Callback

Genesys Cloud Integrations
1

Hi
I've encountered below problem in Salesforce.

Agent scheduled a callback on outbound Campaign call, when then callback is delivered to the agent, the softphone doesn't execute purecloud.CTIExtension.ScreenPop (nor any screen pop performed).

Check the Chrome console log,

  • Normal outbound call, the softphone invoke the purecloud.CTIExtension.ScreenPop,
  • Normal Callback schedule via developer tool web, the softphone invoke the purecloud.CTIExtension.ScreenPop,

it doesn't invoke the ScreenPop method for callback scheduled on Outbound Campagin.

regards
Yuezhong

2

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