I was trying to see the options for genesys screen pop up. There is an option in softphone configuration for having screen pop all the time or not at all. I don’t see any settings that can be done for screen pop if an agent is on call.
I was trying to overwrite their screenpop method provided in below link.
I am trying to open a new tab in Salesforce lightning but it should not get focus. So what I mean is opening a tab but in background and do not still focus. Is it possible? do genesys have any configuration that can prevent stilling focus from current tab. Here is a sample code I was trying for screenpop method.
In this method is there any way I can know if agent is on call? If so how to get those values?
Giving focus to a newly opened browser tab is a function of the browser and not something that Genesys can natively prevent. There are several browser extensions available that can be installed that will allow you to open tabs in the "background" so that they don't immediately get focus. I'd suggest that you look at something like that.
Unfortunately, nothing in the onScreenPop function or input parameter is going to give you a view into how many active conversations the agent is working on at that moment in time.
In general the utilization rules (Configure utilization at the org level - Genesys Cloud Resource Center) for the org or agent don't usually allow an agent to handle more than one voice call at a time because that isn't a great experience for the callers when the agent is having to jump back and forth between multiple voice calls. So maybe you can just rely on the fact that the configuration won't allow for more than one call at a time.
