Genesys Cloud CX

 View Only
Discussion Thread View
  • 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,

    Sylvain Richard
    Global Excel Management Inc.

  • 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 (

    Extend Divisions to limit access for see | Genesys Cloud Ideas Portal (

    Hide the directory and the agent | Genesys Cloud Ideas Portal (

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources