Auto pop-up of next call ( Campaign)

Genesys Cloud Routing
1

Gentlemen, I have a question regarding auto-pop up.

Group 1: A group of agents are in - Push preview campaign : Agent should receives an auto-pop up of next record when the current call is disposed ( i mean call is marked done).

Group 2: A group of agents are in - Push preview campaign : Agent receives an auto-pop up of next record when the current call is disposed ( i mean call is marked done).

both the above groups are using same desktop software with same settings.

I have checked Campaign settings/Calling list settings/Agent group settings/ campaign group setting both have the same settings.

Can any one please suggest me which direction i need to look :-[

2

Logs…magical source of wisdom and vision…logs…

3

thank you
Should i look into OCS/Softphone/ tserver logs?

4

Yes and find what is different on those two scenarios

5

thanks again
I have checked all the settings..nothing diff. even in the log file the config appears same.
But something is preventing call to pop-up for one particular group of agents.

I removed agent one and placed in group 2 and he gets the pop up with out any issue. and when i put him back he sees the same issue again

don’t know at this point of time where to look ???

6

On which software does this pop-up should happen?

7

Genesys Agent Desktop - Web based