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  • 1.  External Contact Name Displayed in Call History

    Posted 03-25-2024 09:56
      |   view attached

    The External Contact Call History Display feature team is pleased to open applications for Beta candidates.  Beta testing is an important part of our development process and we sincerely appreciate your interest in participating!

    This feature will enable Genesys Cloud users to identify an External Contact and reach out to the External Contact more efficiently in Call History and Voicemail inbox.

    Attached is a summary of the functionality.  You can sign up for the beta here.


    #BetaAnnouncement

    ------------------------------
    Jason Wolfgang
    Genesys - Employees
    ------------------------------

    Attachment(s)

    pdf
    ExternalContactInCallHistoryBeta.pdf   1.05 MB 1 version


  • 2.  RE: External Contact Name Displayed in Call History

    Posted 03-26-2024 02:34

    Hi Jason,

    Would I be able to clarify a couple of this about this functionality:

    • Will the External Contact name only appear in the History if the record was matched/selected during the Interaction, or will it attempt to resolve/lookup any matching External Contact record based on the number?
    • If it's the latter and a matching phone number appears on more than 1 external contact - what will appear (will it show there's multiple External Contact matches, will it show the First Match, or will it revert to previous behaviour and show the Region/Country info?)

    Also whilst I have your attention, do you know how the reverse lookup of matching External Contacts on an incoming/outgoing interaction determines which one it uses as default when there's more than one match (is it based on userID, Last Name, Title, etc)?

    We have a few contact records that use a shared number, and wondering how these will match/appear (as currently it just seems to consistently pick only one of the contacts for name lookup/resolution even though there's more than one and can be confusing for the agent when the name doesn't match - and whether there's a way to choose a 'Primary' External Contact for the same number)

    Cheers,



    ------------------------------
    Jeff
    ------------------------------



  • 3.  RE: External Contact Name Displayed in Call History

    Posted 03-26-2024 06:30
      |   view attached

    Hello Jeff,

      Slides 6-9 of the attached PDF may answer your question.  This new functionality is UI only, so it is only displaying the First and Last Name attributes of the External Contact associated with the voice interaction IF the First or Last Name attribute exist.  If the First and Last Name are updated on the External Contact after the call, those changes WILL appear in Call History and Voicemail inbox.

    In your scenario, I believe you'd have to change which External Contact is associated with this interaction manually (or via API or an automated workflow) if the identifying number did not automatically associate with the desired External Contact.  Slides 6-9 details how to release and claim an identifying phone number for an external contact.

    I hope this helps,,



    ------------------------------
    Jason Wolfgang
    Genesys - Employees
    ------------------------------

    Attachment(s)

    pdf
    ExternalContactInCallHistoryBeta.pdf   1.05 MB 1 version
    Original Message


  • 4.  RE: External Contact Name Displayed in Call History

    Posted 10-29-2024 05:27

    Greetings Jason,

    This post from a while back and it seems this feature is implemented.
    But I have a small question about this. It seems like when a caller arrives within a Queue or a Group the name is not displayed in call history. 
    Only when he calls the agent directly. Or if the agent calls outbound to a contact.

    When a person arrives in a Queue or group only the number is displayed in call history.
    Is that a documented feature for security reasons?



    ------------------------------
    Andrew Lagarde
    Engineer
    ------------------------------



  • 5.  RE: External Contact Name Displayed in Call History

    Posted 10-29-2024 09:13

    Hello Andrew,

       This feature is not GA yet, however; GA is targeted for November.  For beta customers, the fix for the defect you've listed above is scheduled to be deployed this weekend.  I will post GA related updates here.



    ------------------------------
    Jason Wolfgang
    Product Management Senior Manager
    ------------------------------

    Original Message


  • 6.  RE: External Contact Name Displayed in Call History

    Posted 05-23-2025 02:46

    Hello Jason,

    Greetings.

    In our org for some of the interactions in Interaction report page "Remote" column is displayed as WIRELESS CALLER and ANI is displayed as sip:Ananymous@80.xxx.xxx.xx.  Would you share insights on this scenario ? 



    ------------------------------
    Raja Marimuthu
    ------------------------------

    Original Message


  • 7.  RE: External Contact Name Displayed in Call History

    Posted 05-23-2025 08:24

    Hello @Raja Marimuthu, I don't believe your scenario is related to this beta, which has been closed since February 2025.  This beta did not pertain to the Interactions page in analytics but the Call History view described here.

    I'd recommend posting this in the Genesys Cloud community or open a support case with care.

    Regards,

    Jason Wolfgang



    ------------------------------
    Jason Wolfgang
    Product Management Senior Manager
    ------------------------------

    Original Message


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