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  • 1.  Genesys Cloud Warm Transfer & External contacts

    Posted 09-11-2024 17:03
    No replies, thread closed.

    Hi Team,

    Please help us with the below queries.

    We are trying to create a "warm transfer" option in Genesys cloud but unable to do so.

    Also, secondly we are unable to find the "external contacts" although the permission is enabled.

    Thank you in advance.


    #Implementation
    #Routing(ACD/IVR)

    ------------------------------
    Suraj Kumar
    GalaxE.Solutions, LLC
    ------------------------------


  • 2.  RE: Genesys Cloud Warm Transfer & External contacts
    Best Answer

    Posted 09-11-2024 17:34
    No replies, thread closed.

    Warm Transfer would just be a consult transfer in Genesys parlance

    https://help.mypurecloud.com/articles/consult-intended-recipient-transferring-call/

    For External Contacts, are you missing this from the Admin perspective or the Agent perspective?

    For Admins this is under Directory, External Contacts

    For the Agent it is the little person Icon

    https://help.mypurecloud.com/articles/explore-contact-details/



    ------------------------------
    Anton Vroon
    ------------------------------

    Original Message


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