Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Find User Action by Email

    Posted 07-10-2023 22:21
    No replies, thread closed.

    Hello Brilliant Minds,

    Seeking guidance... it is possible to leverage the Fine User Action, or Genesys Data Action (Get User ID by Email) within Architect to search for a Genesys Agent by more than one email address?  I have a situation where an Agent has 2 email addresses, one is set as the Primary Email and the other one is set as Work Email.  The Email for the user profile matches the Primary Email.  I need to be able to base call logic on both emails for the agent.  Despite my sincerest efforts, both Fine User Action and Get User ID by Email seem to only retrieve the email address specified in the email field.  I am hoping it is just a data action configuration that I need to tweak.  Much appreciation if anyone has any helpful tips to share.

    This is a snippet of the Agent's information showing both email addresses using /api/v2/users/search

     },
      "department": "Commercial Customer Service",
      "email": "firstname.lastname@workdomain.com",
      "primaryContactInfo": [
        {
          "address": "firstname.lastname@workdomain.com",
          "mediaType": "EMAIL",
          "type": "PRIMARY"
        },
      ],
      "addresses": [
        {
          "address": "firstname.lastname@2ndworkdomain.com",
          "mediaType": "EMAIL",
          "type": "WORK"
    This is the Genesys Data Action:

    #ArchitectureandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Christy McDaniel
    Shaw Industries Group, Inc.
    ------------------------------


  • 2.  RE: Find User Action by Email

    Posted 07-11-2023 04:48
    No replies, thread closed.

    Hi Christy,

    I did some testing and it seem that only the primary e-mail is indexed for search, found older posts in dev forums that would suggest the same but it might be worth asking again https://developer.genesys.cloud/forum/

    The only work-around I found was to put the secondary e-mail as office address as that is searchable through the APIs, not pretty but it might work for your use case.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 3.  RE: Find User Action by Email

    Posted 07-11-2023 16:22
    No replies, thread closed.

    Thank you Jan!  I will post in the Developer forum.  But in the meantime, I am curious with your suggested work-around.  How would I put the secondary email as the office address?  Would this be an action to update or rename a profile field?



    ------------------------------
    Christy McDaniel
    Shaw Industries Group, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Find User Action by Email

    Posted 07-12-2023 03:19
    No replies, thread closed.

    You can add address on the agents profile when you press Edit on Contact Information



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


Related Content