The main desire is for agents to be able to type the name of a store when placing a call and have it come up in the list of dialable contacts.
What we didn't discuss in this thread is the other workaround many people use, which is to create a dummy user for the store with the phone number assigned as their Home phone (or cell phone...anything
but a Work Phone). Then when an agent types the name it would show up as a User and could be called that way. The same thing would have to be done in the Number Plan and fake callable number, though, to allow the short number to be entered on the User.
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 05-15-2020 08:16
From: Lucie DeCristofaro
Subject: External Contacts
I'd be interested in the scenario more. It seems like these may be internal stores and you are trying to create a sort of an internal phone book.
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Lucie DeCristofaro
Genesys - Employees
Original Message:
Sent: 09-10-2019 17:50
From: Charaf Eddine Chemlal
Subject: External Contacts
Hello,
Agents most of the time have to call Stores.
There are stores with long numbers (e.g +33xxxxxxxx), in this case, I create the store in External Contacts and the agents just type the name of the store and they can directly call them.
The problem is that most stores only have short numbers (DID) (e.g 11252) and I can't create them in external contacts.
Would there be a solution to make it easier for agents to call a store when they want to call without necessarily typing the short number ?
Regards,
#Outbound
#PlatformAdministration
#SystemAdministration
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Charaf Eddine Chemlal
Dimension Data France
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