Hi,

During an incoming voice interactions, the agent cannot access menu on the Purecloud interface "Directory>External Contacts", however it works fine with outbound campaign

Is this normal work mode of Purecloud or it is a problem ?

Thank you in advance
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
#SystemAdministration

Seems to work fine here (see attached screenshot). Is the menu gone or is it just that nothing happens when you access it?

------------------------------
Carsten Øhlenschlæger
Netdesign
------------------------------

Original Message:
Sent: 02-13-2019 11:52
From: Oudderhem Mostafa
Subject: Cannot access "Directory>External Contacts" during Inbound calls

Hi,

During an incoming voice interactions, the agent cannot access menu on the Purecloud interface "Directory>External Contacts", however it works fine with outbound campaign

Is this normal work mode of Purecloud or it is a problem ?

Thank you in advance
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
#SystemAdministration

Hi Carsten,

Thanks for the reply

I can see the menu, however, nothing happens when you click on it

is the same case for you ?

Thank you

Original Message:
Sent: 02-14-2019 02:16
From: Carsten Øhlenschlæger
Subject: Cannot access "Directory>External Contacts" during Inbound calls

Seems to work fine here (see attached screenshot). Is the menu gone or is it just that nothing happens when you access it?

------------------------------
Carsten Øhlenschlæger
Netdesign

Original Message:
Sent: 02-13-2019 11:52
From: Oudderhem Mostafa
Subject: Cannot access "Directory>External Contacts" during Inbound calls

Hi,

During an incoming voice interactions, the agent cannot access menu on the Purecloud interface "Directory>External Contacts", however it works fine with outbound campaign

Is this normal work mode of Purecloud or it is a problem ?

Thank you in advance
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
#SystemAdministration

No, it works fine here.

Do the agents have the permission to view external contacts?

Could also be a browser issue. Have you tried another browser? Does it happen for all agents?

------------------------------
Carsten Overgaard Øhlenschlæger
PureCloud Tech Lead @ NetDesign
https://www.linkedin.com/in/conix/
------------------------------

Original Message:
Sent: 02-14-2019 03:29
From: Oudderhem Mostafa
Subject: Cannot access "Directory>External Contacts" during Inbound calls

Hi Carsten,

Thanks for the reply

I can see the menu, however, nothing happens when you click on it

is the same case for you ?

Thank you

Original Message:
Sent: 02-14-2019 02:16
From: Carsten Øhlenschlæger
Subject: Cannot access "Directory>External Contacts" during Inbound calls

Seems to work fine here (see attached screenshot). Is the menu gone or is it just that nothing happens when you access it?

------------------------------
Carsten Øhlenschlæger
Netdesign

Original Message:
Sent: 02-13-2019 11:52
From: Oudderhem Mostafa
Subject: Cannot access "Directory>External Contacts" during Inbound calls

Hi,

During an incoming voice interactions, the agent cannot access menu on the Purecloud interface "Directory>External Contacts", however it works fine with outbound campaign

Is this normal work mode of Purecloud or it is a problem ?

Thank you in advance
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
#SystemAdministration

Sorry, it was issue with Browser

It works fine now 

Thanks for your help

Best regards
Original Message:
Sent: 02-14-2019 04:43
From: Carsten Øhlenschlæger
Subject: Cannot access "Directory>External Contacts" during Inbound calls

No, it works fine here.

Do the agents have the permission to view external contacts?

Could also be a browser issue. Have you tried another browser? Does it happen for all agents?

------------------------------
Carsten Overgaard Øhlenschlæger
PureCloud Tech Lead @ NetDesign
https://www.linkedin.com/in/conix/

Original Message:
Sent: 02-14-2019 03:29
From: Oudderhem Mostafa
Subject: Cannot access "Directory>External Contacts" during Inbound calls

Hi Carsten,

Thanks for the reply

I can see the menu, however, nothing happens when you click on it

is the same case for you ?

Thank you

Original Message:
Sent: 02-14-2019 02:16
From: Carsten Øhlenschlæger
Subject: Cannot access "Directory>External Contacts" during Inbound calls

Seems to work fine here (see attached screenshot). Is the menu gone or is it just that nothing happens when you access it?

------------------------------
Carsten Øhlenschlæger
Netdesign

Original Message:
Sent: 02-13-2019 11:52
From: Oudderhem Mostafa
Subject: Cannot access "Directory>External Contacts" during Inbound calls

Hi,

During an incoming voice interactions, the agent cannot access menu on the Purecloud interface "Directory>External Contacts", however it works fine with outbound campaign

Is this normal work mode of Purecloud or it is a problem ?

Thank you in advance
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
#SystemAdministration

Perfect.

Nice to hear :)

------------------------------
Carsten Overgaard Øhlenschlæger
PureCloud Tech Lead @ NetDesign
https://www.linkedin.com/in/conix/
------------------------------

Original Message:
Sent: 02-14-2019 04:48
From: Oudderhem Mostafa
Subject: Cannot access "Directory>External Contacts" during Inbound calls

Sorry, it was issue with Browser

It works fine now

Thanks for your help

Best regards
Original Message:
Sent: 02-14-2019 04:43
From: Carsten Øhlenschlæger
Subject: Cannot access "Directory>External Contacts" during Inbound calls

No, it works fine here.

Do the agents have the permission to view external contacts?

Could also be a browser issue. Have you tried another browser? Does it happen for all agents?

------------------------------
Carsten Overgaard Øhlenschlæger
PureCloud Tech Lead @ NetDesign
https://www.linkedin.com/in/conix/

Original Message:
Sent: 02-14-2019 03:29
From: Oudderhem Mostafa
Subject: Cannot access "Directory>External Contacts" during Inbound calls

Hi Carsten,

Thanks for the reply

I can see the menu, however, nothing happens when you click on it

is the same case for you ?

Thank you

Original Message:
Sent: 02-14-2019 02:16
From: Carsten Øhlenschlæger
Subject: Cannot access "Directory>External Contacts" during Inbound calls

Seems to work fine here (see attached screenshot). Is the menu gone or is it just that nothing happens when you access it?

------------------------------
Carsten Øhlenschlæger
Netdesign

Original Message:
Sent: 02-13-2019 11:52
From: Oudderhem Mostafa
Subject: Cannot access "Directory>External Contacts" during Inbound calls

Hi,

During an incoming voice interactions, the agent cannot access menu on the Purecloud interface "Directory>External Contacts", however it works fine with outbound campaign

Is this normal work mode of Purecloud or it is a problem ?

Thank you in advance
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
#SystemAdministration