Genesys Cloud CX

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  • 1.  Custom Directory

    Posted 08-15-2022 15:58
    Hello community!

    I'm new to Genesys Cloud and even if I took all of those certs, there is some stuff that are not really explained in the course. Is there a way in Genesys Cloud to create Custom directory for External contact?  Same way we were able to create in PureConnect...

    I went over all directory documentation but it doesn't state much.

    My alternatives would be to give those numbers through the agent script.

    Thank you for your help,
    #PlatformAdministration
    #SystemAdministration

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    Sylvain Richard
    Global Excel Management Inc.
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  • 2.  RE: Custom Directory

    Posted 08-22-2022 14:15
    Not at this time.  You can use the Sync feature to sync contact to External Contacts, but not have a private or specific directories.  There are many ideas on this like these:


    Private External Contacts | Genesys Cloud Ideas Portal (aha.io)

    Extend Divisions to limit access for see | Genesys Cloud Ideas Portal (aha.io)

    Hide the directory and the agent | Genesys Cloud Ideas Portal (aha.io)

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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