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  • 1.  Directory in Salesforce

    Posted 08-16-2021 09:51
    No replies, thread closed.
    Hello, Does anyone know if it is possible to add a directory to salesforce like the one in native Genesys (under directory /external contacts) so that you can transfer a call using the Genesys widget in salesforce? In Genesys we use the external directory to speed dial when we have to transfer callers to an external number, this saves typing in the whole number, we want to try and replicate this in Salesforce?

    Thanks
    Steve
    #Integrations

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    Steve Wright
    Pfizer Inc.
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  • 2.  RE: Directory in Salesforce

    Posted 08-16-2021 21:57
    No replies, thread closed.
    Hi Steve

    Assuming you're using the Salesforce embedded integration, you can select to have Salesforce search for Genesys People/Users and/or External Contacts.  This is configured in the installed package for the integration.  Then when you choose to start a new interaction it will return the results from either.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Directory in Salesforce

    Posted 08-17-2021 09:40
    No replies, thread closed.

    https://help.mypurecloud.com/articles/configure-search-in-salesforce/

    You can also specify Salesforce objects to include in your search for making new calls or transfers, as well as the phone number fields to include in the search results.  So within the Salesforce client you currently are able to include any/all of 4 different directories: Genesys Cloud people, Genesys Cloud queues, Salesforce objects, and Genesys Cloud External Contacts.  It's also worth noting that the searches of Salesforce are done in the logged in user context, so Salesforce access controls apply to your search targets if you're looking to create a segmented directory.


    Are you saying that you need a 5th directory?  If so, I'd be interested in hearing why the available 4 do not currently meet your needs.



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    Richard Schott
    Genesys - Employees
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    Original Message


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