Genesys Cloud - Main

Hi Orestis,

Based on the External Contacts and Contact Identification documentation, Genesys Cloud performs identity resolution for voice interactions using the caller's phone number (ANI). However, the documentation primarily describes contact identification during interactions and does not explicitly state that the contact card or contact details will be displayed for every non-ACD user-to-user call scenario.

From what I've seen, there is an important distinction between:

• ACD-routed interactions
• Direct (non-ACD) Communicate calls

For ACD calls, the interaction is processed through the contact center routing model and external contact identification is generally visible as expected.

For direct Communicate calls to a user's assigned number or station, external contact matching may still occur in the background, but the user experience is not always identical to an ACD interaction. There have been community discussions where customers reported that external contact information was not displayed consistently for alerting non-ACD calls even when the ANI matched an External Contact record.

A few things I would verify:

• The ANI format exactly matches the phone number stored in the External Contact (including country code normalization).
• The receiving user has the required External Contacts permissions.
• The interaction is truly a direct Communicate call and not being routed through an ACD queue at any point.
• The behavior is consistent across the web client, desktop app, and mobile app.

Based on the current documentation, I am not aware of a documented statement that guarantees External Contact identification will be presented in the same way for non-ACD Communicate calls as it is for ACD interactions. Because of that, if the ANI matches correctly and permissions are in place, I would consider opening a support case to determine whether this is an expected limitation of the non-ACD experience or an issue specific to the client/mobile application being used.

The key point is that contact identification and contact display are not necessarily the same thing, and the documentation is much clearer about identity resolution than it is about the UI behavior for direct Communicate calls.

There is a related idea. So the functionality of external contact identification is currently not supported for non-ACD calls. Genesys Support confirmed that as well.

https://genesyscloud.ideas.aha.io/ideas/CEV-I-762

Thank you,

Orestis.

Hi Orestis,

Based on the External Contacts and Contact Identification documentation, Genesys Cloud performs identity resolution for voice interactions using the caller's phone number (ANI). However, the documentation primarily describes contact identification during interactions and does not explicitly state that the contact card or contact details will be displayed for every non-ACD user-to-user call scenario.

From what I've seen, there is an important distinction between:

• ACD-routed interactions
• Direct (non-ACD) Communicate calls

For ACD calls, the interaction is processed through the contact center routing model and external contact identification is generally visible as expected.

For direct Communicate calls to a user's assigned number or station, external contact matching may still occur in the background, but the user experience is not always identical to an ACD interaction. There have been community discussions where customers reported that external contact information was not displayed consistently for alerting non-ACD calls even when the ANI matched an External Contact record.

A few things I would verify:

• The ANI format exactly matches the phone number stored in the External Contact (including country code normalization).
• The receiving user has the required External Contacts permissions.
• The interaction is truly a direct Communicate call and not being routed through an ACD queue at any point.
• The behavior is consistent across the web client, desktop app, and mobile app.

Based on the current documentation, I am not aware of a documented statement that guarantees External Contact identification will be presented in the same way for non-ACD Communicate calls as it is for ACD interactions. Because of that, if the ANI matches correctly and permissions are in place, I would consider opening a support case to determine whether this is an expected limitation of the non-ACD experience or an issue specific to the client/mobile application being used.

The key point is that contact identification and contact display are not necessarily the same thing, and the documentation is much clearer about identity resolution than it is about the UI behavior for direct Communicate calls.