Passing Screenpop URL to Queue

Genesys Cloud Applications
1

We have call flows that pass information between Salesforce and Genesys using Data Actions. If we run into an error, or the caller makes the appropriate selection, we hand it off to our Customer Service queue.

We would like to create an inbound flow that passes a URL created with the Call.ANI to the appropriate queue.
I believe that the queue is handing off the Call.ANI to the standard Salesforce search; I don't see anything in the queue definition where a screen pop URL can be passed.

In the flow, I am setting BR_URL = "https://instance address/apex/NxCSHIConsoleSearch?ph=Call.Ani", and the next step is to hand the call off to the queue, but that BR_URL effectively isn't doing anything.

(that Console Search page has several input variables to help our service agents find the right Contact records; the standard search just adds an unneeded step in between.)

Is activating a Visualforce screen pop from a queue possible?

2

if you are using standard Genesys Cloud UI, you will need a "Script' with button or On Page load execute Screen pop action.

Create and publish the screen pop script

3

Thanks, @yuezhong; I'll give that a try!

Hopefully the reference to a Bridge Server is legacy, and this can work w/ Actions as well.

4

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.