Hello,

We are migrating from Engage to the Cloud and in Engage we use Team Communicator/Corporate Favorites to create a contact directory (with internal and external destinations) for our contact center agents. Migrating to the Cloud we see that there is not an equivalent to Team Communicator, there is only External Contacts, and our understanding is that you cannot use internal extensions or route points as the "phone number".  Has anyone found a work around to this?  Ex: to call an internal support team that does not have a full DID, only a 4-digit extension today. 

Thank you,

Sheryl

#Telephony

------------------------------
Sheryl McKercy
Program Manager, Contact Centre Technologies
------------------------------

Hi Sheryl

Are you configuring them as a group or will they have a queue to dial through to?  For Groups you can assign a DID or an Extension: Configure a group phone number. If you are setting them up with a queue and assigning them to the queue, then the contact center agents would just be able to search for the queue name when starting a new call.

I hope this helps or if not, could you clarify how you are going to configure the Internal Support teams etc

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Original Message:
Sent: 03-12-2025 12:52
From: Sheryl McKercy
Subject: Configuring Internal Contacts (extensions)

Hello,

We are migrating from Engage to the Cloud and in Engage we use Team Communicator/Corporate Favorites to create a contact directory (with internal and external destinations) for our contact center agents. Migrating to the Cloud we see that there is not an equivalent to Team Communicator, there is only External Contacts, and our understanding is that you cannot use internal extensions or route points as the "phone number".  Has anyone found a work around to this?  Ex: to call an internal support team that does not have a full DID, only a 4-digit extension today. 

Thank you,

Sheryl

#Telephony

------------------------------
Sheryl McKercy
Program Manager, Contact Centre Technologies
------------------------------

Hi Samuel,

Thanks for the info!  We do have some 4-digit extensions for queues, so you're right, that will work to search for those by queue name.  But we also have a variety of scenarios that don't involve groups or queues.  Such as:

• Agents need to call/transfer into a customer survey that we currently have as a 5 digit Route Point
• Agents need to call/transfer into an internal IVR that states out Terms and Conditions for a visa application that we currently have as an internal 5 digit RP

Any thoughts on how best to create those for Agents (either within External Contacts, or otherwise). 

Thank you,

Sheryl

------------------------------
Sheryl McKercy
Program Manager, Contact Centre Technologies
------------------------------

Original Message:
Sent: 03-12-2025 13:22
From: Samuel Jillard
Subject: Configuring Internal Contacts (extensions)

Hi Sheryl

Are you configuring them as a group or will they have a queue to dial through to?  For Groups you can assign a DID or an Extension: Configure a group phone number. If you are setting them up with a queue and assigning them to the queue, then the contact center agents would just be able to search for the queue name when starting a new call.

I hope this helps or if not, could you clarify how you are going to configure the Internal Support teams etc

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 03-12-2025 12:52
From: Sheryl McKercy
Subject: Configuring Internal Contacts (extensions)

Hello,

We are migrating from Engage to the Cloud and in Engage we use Team Communicator/Corporate Favorites to create a contact directory (with internal and external destinations) for our contact center agents. Migrating to the Cloud we see that there is not an equivalent to Team Communicator, there is only External Contacts, and our understanding is that you cannot use internal extensions or route points as the "phone number".  Has anyone found a work around to this?  Ex: to call an internal support team that does not have a full DID, only a 4-digit extension today. 

Thank you,

Sheryl

#Telephony

------------------------------
Sheryl McKercy
Program Manager, Contact Centre Technologies
------------------------------