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  • 1.  Cannot access "Directory>External Contacts" during Inbound calls

    Posted 02-13-2019 11:53
    No replies, thread closed.
    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


  • 2.  RE: Cannot access "Directory>External Contacts" during Inbound calls

    Posted 02-14-2019 02:17
      |   view attached
    No replies, thread closed.
    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
    ------------------------------



  • 3.  RE: Cannot access "Directory>External Contacts" during Inbound calls

    Posted 02-14-2019 03:30
    No replies, thread closed.
    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


  • 4.  RE: Cannot access "Directory>External Contacts" during Inbound calls

    Posted 02-14-2019 04:44
    No replies, thread closed.
    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


  • 5.  RE: Cannot access "Directory>External Contacts" during Inbound calls

    Posted 02-14-2019 04:48
    No replies, thread closed.
    Sorry, it was issue with Browser

    It works fine now 

    Thanks for your help

    Best regards
    Original Message


  • 6.  RE: Cannot access "Directory>External Contacts" during Inbound calls

    Posted 02-14-2019 04:51
    No replies, thread closed.
    Perfect.

    Nice to hear :)

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

    Original Message


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