Genesys Cloud - Main

Hello, 

We are migrating from Engage to Cloud and within Engage we use the Team Communicator/Corporate Favorites to list out commonly called organizations and people for our contact center agents.  Within Cloud they don't have a similar feature except for External Contacts.  External Contacts however only seems to manage People contacts, not organizations as you need to enter in a First Name and Last Name to create the External Contact.  And then it auto-displays as Last Name, First Name for the agent. This is not ideal as we have organization names we need to have saved for our agents.  Names such as: 

"Visa Application IVR - Retail T&C"

"Visa Infinite Privilege Concierge (VIP)"

We played around with entering only the Last Name, without First Name, but this did not work, as both are required. If we put a blank space in the First Name, we see "undefined" (ex. Visa Application IVR, undefined).

Has anyone figured out a work around for this?  Much appreciated!

Sheryl

For external contact the first name and last name are mandatory. What you can do here is, in the place of First name add LOB(Ex Retail, Mortgage) and in the place of Last name add the the application name(Visa Application Name). 

Hello, 

We are migrating from Engage to Cloud and within Engage we use the Team Communicator/Corporate Favorites to list out commonly called organizations and people for our contact center agents.  Within Cloud they don't have a similar feature except for External Contacts.  External Contacts however only seems to manage People contacts, not organizations as you need to enter in a First Name and Last Name to create the External Contact.  And then it auto-displays as Last Name, First Name for the agent. This is not ideal as we have organization names we need to have saved for our agents.  Names such as: 

"Visa Application IVR - Retail T&C"

"Visa Infinite Privilege Concierge (VIP)"

We played around with entering only the Last Name, without First Name, but this did not work, as both are required. If we put a blank space in the First Name, we see "undefined" (ex. Visa Application IVR, undefined).

Has anyone figured out a work around for this?  Much appreciated!

Sheryl