Screen pop to internal URL on PureCloud windows desktop app

Genesys Cloud Integrations
1

hi All,

Just wondering, if anyone can help.

So we implement screenpop in scripting inbound call. Scripting inbound call setup as following, just a normal open URL:

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Open a URL, that worked only locally , so if agent connected to VPN then URL will displayed properly, but if only from internet, URL will not loaded.

We tested with PureCloud browser, it working fine without VPN, screenpop popup, as following:

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But the issue, when we tested using PureCloud windows desktop app, it throw this error, and agent unable to pick the call, the PureCloud windows desktop app freezed.

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Is there any solution to avoid this ? We tried to put "Open URL" script inside "Try/Error" but it still keep trying to open URL and "Waiting for internet connection" keep beeping in agent PC, is there anyway to stop this,
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Thanks for advise in advance.

Fransiska

2

What you are describing screams DNS problem. Can you go through how you verified that you can access that URL from both inside and outside of your corporate network?

--Jason

3

hi Jason,

Yes, the URL is only accessible from corporate network, with Genesys cloud browser, screenpop pop up but URL shows "This site can't be reached".

But with PureCloud windows desktop app, looks like Scripting keep trying to accessing URL (keep trying to refresh URL), and make agent loses incoming call.

Just wondering if there's any way in PureCloud windows desktop app to not keep trying refresh URL (stop action refresh URL), like only do normal action, open URL

thanks
Fransiska

4

Hi Fransiska,

I'm so sorry, I did a terrible job of reading your post. Having the windows client stay locked up so long that agents miss calls seems like a bug to me, so I would recommend opening a ticket with customer care about this. If there are any configuration options around this they should be able to identify them for you.

--Jason

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Hi Jason,

Not a problem at all, thanks for your advise. Yes we sorted the issue, by expose URL screen pop external to internet.

Fransiska

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