Genesys Cloud CX

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  • 1.  External Contacts - internal number

    Posted 02-11-2018 14:30

    Hello,

     

    Is it possible to call an External contact, using a non-E.164 number ?

     

    The PureCloud is connected to the company's PBX for telephony, so all calls that are not PureCloud extensions are sent to the PBX.

    It is possible to call a user of that PBX by dialing his internal number.

    But since the company has 5000+ internal numbers on the PBX, we would like to be able to lookup a contact by typing his name

     

    But it seems impossible to create an External Contact with an internal number.

     

    It is mandatory to configure a E.164 number.

    If we only fill in and extension the call fails.

    If we fill in a dummy E.164 number, we can only call the E.164 number.

     

    Does anybody know how to overcome this limitation.

    As I said, it is possible to dial the contacts by number, it is only not possible to use an External Contact for searching and dialing an internal number

     

     

     

     



  • 2.  RE: External Contacts - internal number

    GENESYS
    Posted 02-13-2018 13:28

    Thanks for sending this suggestion. You are correct that we do not allow this, and it is something we are tracking as a potential enhancement in the future. We have had some customers use a dummy number and strip those in their dial plan as a workaround.