IPOCC 9.1.6 and SFDC Connector

[lebon]

Hi,

In my customer, I have installed SFDC Connector
The Agnet connection = Done
I call the topic, the agent receive call = done
But when the agent off-hook, no "screen pop-up' ( same problem in my LAB)
in SFDC or in the script call flows, is there a set of scpecifique thing

Thank for your help !

Yvan

[schopdekar]

Trying to understand the issue.

-> In normal case, when you are getting a call, screen pop is happening.
-> But when you do off-hook, and then try to receive a call, the screen pop doesn't happens ?
Is this correct ?

Which phone are you using ?
From where are you picking up the call ? from phone or SFDC app ?

[lebon]

HI,

Look to attachement
I use Avaya Communicator

[schopdekar]

Thanks, that clarified things, please use console mode :-)
Normally screen pop will happen during call ringing itself.

Screen pop is not supported in standard mode.

From IPOCC Installation Task Based Guide: Note: Some features such as screen popping, are not supported in standard mode. Additionally, the standard mode app has limitations, therefore ISA should be deployed in Console mode only.

This is because of issues in SFDC standard mode.

[lebon]

I am not expert to SFDC, but in console mode same probleme

[schopdekar]

Screen pop will happen only if the call is external. I am assuming this is an external incoming call.
I am assuming Softphone layout is done.

Can you please provide console output ? (you can get via right-click -> Inspect)