carlos.camacho | 2022-11-18 08:15:49 UTC | #1
Hi guys,
We are currently trying to perform a bulk upload process of external contacts and this is successful.
However, some of the external contacts registered in Genesys Cloud when they call the platform are not displayed in the contact panel of the call itself. That is, it is not associating the interaction to the external contact that has that phone calling.
This does not happen with all contacts, some are identified and others are not.
For testing purposes we have created two contacts and the only thing that changes is the phone number, if contact 1 calls this is not recognized by Genesys when this external contact makes an incoming call, however, the second contact is recognized by Genesys and displays the customer card in an incoming call, as well as associating the interaction to this external contact.
As far as I believe, this is not a problem with the contact loading, since in addition to doing it through the API, it has also been tested to perform the loading through the Genesys interface with a .csv and exactly the same thing happens.
If you call the external contact that Genesys does not recognize it is displayed as follows:
However, if we search by phone number we can find it:
Anyone with this same problem? Any explanation as to why this is happening? Any solution?
Both me and my team are crazy looking for an explanation to this, but can't find one, any help would be welcome.
Thanks in advance. Best regards.
carlos.camacho | 2022-12-06 21:51:44 UTC | #2
Hi guys!
No one with the same customer identification problem?
Regards.
system | 2023-01-06 21:52:00 UTC | #3
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