Genesys Cloud (formerly PureCloud)

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Customize External Contacts

  • 1.  Customize External Contacts

    GCAP Member
    Posted 06-12-2020 16:26
    Hoping this is easily answered...
    On 6/3/20 the ability to customize external contacts was released. I'd like to check this out but am not seeing the option. I have the needed permissions (external contacts: custom Fields: All) as per the resource center page, but do not see the Custom Contact Types or Custom Organization Types tabs. What am I missing?

    https://help.mypurecloud.com/articles/customize-external-contacts-and-organizations/
    #Roadmap/NewFeatures
    #Unsure/Other

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    Emily Kammerer
    Ascendium Education Group, Inc.
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  • 2.  RE: Customize External Contacts

    GENESYS
    Posted 06-12-2020 17:10
    First question, I guess, is did you make sure your user has the required permissions?

    Prerequisites

    The following permissions are required to create custom fields:

    • ExternalContacts > CustomFields > Add, Edit, and View

    The following permission is required for agents to see and use custom fields:

    • ExternalContacts > CustomFields View

    Second question is, are you looking for the configuration under the Admin settings, Admin>Directory>External Contacts (not in the External Contacts from the Directory menu in the Client UI)?

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 3.  RE: Customize External Contacts

    GCAP Member
    Posted 06-12-2020 21:18
    Thanks George! Permissions were good, and your second suggestion was the problem. Easy solution as I suspected. Much appreciated

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    Emily Kammerer
    Ascendium Education Group, Inc.
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  • 4.  RE: Customize External Contacts

    GENESYS
    Posted 06-13-2020 17:16
    Cool! It's always fun trying to figure out exactly where new settings are to be found :-)

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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