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  • 1.  Directory and External Contacts

    Posted 05-31-2023 04:43

    We need to add some external contacts into Genesys Cloud for a customer and i need to know if it is possible for Genesys to identify whether the data is related to DL or partner based on parameters in the external contacts if we use same organizational setup for both DLs and Partners. 

    To be precise, can Genesys hide the optional parameters on identifying DL and Partner?



    richard craig
    British Telecommunications PLC

  • 2.  RE: Directory and External Contacts

    Posted 06-01-2023 20:11

    There is a permission below that allows see and use of custom fields.  Make sure the one above it (Add, Edit, and View is also not attached to the agent roles.  

    • To create custom fields: External Contacts > Custom Fields > Add, Edit, and View
    • To see and use custom fields: External Contacts > Custom Fields View

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

  • 3.  RE: Directory and External Contacts

    Posted 06-01-2023 21:36

    Hey all, 

    I use external contact/org extensively - 

    So, you can set up a custom field that would show who it refers to - but this would still allow any user that has a login to see all external contacts in the system. They are currently not separated by division. If you need a Chinese wall for external contacts you would likely need to use separate orgs. Currently, external contacts/orgs are not division aware or are able to have conditions attached to the permission. 

    Short answer is no - 

    Though, you might want to think about not using external contacts if you want data integrity with multiple tennants in the one org. You could ping a CRM to get any details you might store in the CRM for the customer. You could also create external contacts with and use a uuid that only you can reference back to the customer ID in their CRM. 

    Lawrence Drayton
    Prvidr Pty Ltd

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