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.

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/