Genesys Cloud - Main

Hi, we have loaded some people in External Contacts of Genesys Cloud. Then an agent in Salesforce (they are using the Genesys for Salesforce add-on) wants to make an outbound call to a person and writes the organization name. Do you know the sort method the Phone displays the list of external contacts?

Thanks

Hi Alberto,

I believe it displays the contacts in Alphabetical order, but more information about dialing external contacts from the SF add-on can be found here

Hi, we have loaded some people in External Contacts of Genesys Cloud. Then an agent in Salesforce (they are using the Genesys for Salesforce add-on) wants to make an outbound call to a person and writes the organization name. Do you know the sort method the Phone displays the list of external contacts?

Thanks

Hi, first time, thank you very much for your quick answer,

I have checked the External contact sort and I cannot understand the sort behaviour.

Example:

1.- we have loaded 3 external contacts in Genesys Cloud with the following information

I write in Phone (Genesys for Salesforce add-on) the organization name "minsait Customer" and the external contacts are displayed:

1. Nombre1 Apellido1
2. Nombre3 Apellido3
3. Nombre2 Apellido2

I cannot understand the sort method

Thanks in advanced and best regards

Hi Alberto,

I believe it displays the contacts in Alphabetical order, but more information about dialing external contacts from the SF add-on can be found here

Hi, we have loaded some people in External Contacts of Genesys Cloud. Then an agent in Salesforce (they are using the Genesys for Salesforce add-on) wants to make an outbound call to a person and writes the organization name. Do you know the sort method the Phone displays the list of external contacts?

Thanks

Hello Alberto,

You may need to reach out to our Customer Care team to investigate. There may be an issue with the sorting method. Please let me know what your case number is once you have got in touch with Customer Care.

Hi, first time, thank you very much for your quick answer,

I have checked the External contact sort and I cannot understand the sort behaviour.

Example:

1.- we have loaded 3 external contacts in Genesys Cloud with the following information

I write in Phone (Genesys for Salesforce add-on) the organization name "minsait Customer" and the external contacts are displayed:

1. Nombre1 Apellido1
2. Nombre3 Apellido3
3. Nombre2 Apellido2

I cannot understand the sort method

Thanks in advanced and best regards

Hi Alberto,

I believe it displays the contacts in Alphabetical order, but more information about dialing external contacts from the SF add-on can be found here

Hi, we have loaded some people in External Contacts of Genesys Cloud. Then an agent in Salesforce (they are using the Genesys for Salesforce add-on) wants to make an outbound call to a person and writes the organization name. Do you know the sort method the Phone displays the list of external contacts?

Thanks

Hi Jason, I think that the problem is originated for Genesys Cloud for Salesforce add-on. When it component calls GC external contact API for getting the information, the sortOrder parameter isn't informed and perhaps the lastName should be filled. So, we are going to create a new case in Customer Care and I'll share with you the caseID

Thanks and best regards

Hello Alberto,

You may need to reach out to our Customer Care team to investigate. There may be an issue with the sorting method. Please let me know what your case number is once you have got in touch with Customer Care.

Hi, first time, thank you very much for your quick answer,

I have checked the External contact sort and I cannot understand the sort behaviour.

Example:

1.- we have loaded 3 external contacts in Genesys Cloud with the following information

I write in Phone (Genesys for Salesforce add-on) the organization name "minsait Customer" and the external contacts are displayed:

1. Nombre1 Apellido1
2. Nombre3 Apellido3
3. Nombre2 Apellido2

I cannot understand the sort method

Thanks in advanced and best regards

Hi Alberto,

I believe it displays the contacts in Alphabetical order, but more information about dialing external contacts from the SF add-on can be found here

Hi, we have loaded some people in External Contacts of Genesys Cloud. Then an agent in Salesforce (they are using the Genesys for Salesforce add-on) wants to make an outbound call to a person and writes the organization name. Do you know the sort method the Phone displays the list of external contacts?

Thanks

Hi, first time, thank you very much for your quick answer,

I have checked the External contact sort and I cannot understand the sort behaviour.

Example:

1.- we have loaded 3 external contacts in Genesys Cloud with the following information

I write in Phone (Genesys for Salesforce add-on) the organization name "minsait Customer" and the external contacts are displayed:

1. Nombre1 Apellido1
2. Nombre3 Apellido3
3. Nombre2 Apellido2

I cannot understand the sort method

Thanks in advanced and best regards

------------------------------
Alberto Ochoa Vidaur
Manager

Original Message:
Sent: 12-02-2024 12:36
From: Samuel Jillard
Subject: Genesys for Sallesforce add-on

Hi Alberto,

I believe it displays the contacts in Alphabetical order, but more information about dialing external contacts from the SF add-on can be found here

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 12-02-2024 12:01
From: Alberto Ochoa Vidaur
Subject: Genesys for Sallesforce add-on

Hi, we have loaded some people in External Contacts of Genesys Cloud. Then an agent in Salesforce (they are using the Genesys for Salesforce add-on) wants to make an outbound call to a person and writes the organization name. Do you know the sort method the Phone displays the list of external contacts?

Thanks

#API/Integrations

------------------------------
Alberto Ochoa Vidaur
Manager
------------------------------

The API that the integration uses to search external contacts has a sort order parameter.  However the integration does not use that parameter.  According to the API documentation it should by default sort starting with last name but that doesn't appear to be how I see it either.  I'll run a manual API query later and see.

------------------------------
Vaun McCarthy

Original Message:
Sent: 12-02-2024 13:32
From: Alberto Ochoa Vidaur
Subject: Genesys for Sallesforce add-on

Hi, first time, thank you very much for your quick answer,

I have checked the External contact sort and I cannot understand the sort behaviour.

Example:

1.- we have loaded 3 external contacts in Genesys Cloud with the following information

I write in Phone (Genesys for Salesforce add-on) the organization name "minsait Customer" and the external contacts are displayed:

1. Nombre1 Apellido1
2. Nombre3 Apellido3
3. Nombre2 Apellido2

I cannot understand the sort method

Thanks in advanced and best regards

------------------------------
Alberto Ochoa Vidaur
Manager

Original Message:
Sent: 12-02-2024 12:36
From: Samuel Jillard
Subject: Genesys for Sallesforce add-on

Hi Alberto,

I believe it displays the contacts in Alphabetical order, but more information about dialing external contacts from the SF add-on can be found here

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 12-02-2024 12:01
From: Alberto Ochoa Vidaur
Subject: Genesys for Sallesforce add-on

Hi, we have loaded some people in External Contacts of Genesys Cloud. Then an agent in Salesforce (they are using the Genesys for Salesforce add-on) wants to make an outbound call to a person and writes the organization name. Do you know the sort method the Phone displays the list of external contacts?

Thanks

#API/Integrations

------------------------------
Alberto Ochoa Vidaur
Manager
------------------------------