Genesys Cloud - Main

With the recent deprecation of Contacts, we are trying to find away to be able to have multiple phone number options against our contacts. Currently when we access the Directory we can only select the default phone number, however we also want the option to select a mobile number as well.

Can anyone please advise how we achieve this?

screenshot mockup

From the main menu, click Directory>External Contacts. Find the contact and click it in the list. Then click Edit Contact.

You can specify up to 4 phone numbers.

This article has some additional details: https://help.mypurecloud.com/articles/edit-contact-information/.

This option does not appear to exist in our tennant. All we have is just Directory.

I do have system admin rights so unsure if this might be a licence issue.

No problem. This happens if the organization was created before the new External Contacts feature was released.

To use the feature, add the following permissions to whichever role should have access to it:

externalContacts:contact:*

and

externalContacts:externalOrganization:*

(For new orgs, these are automatically included as part of the employee role.)

In addition, if the customer wants to import contacts in bulk from a csv file, then the person who will do that should be assigned the externalContacts:externalEntity:import permission.

(For new orgs, that permission is automatically assigned to the admin role.)

For more information about doing a bulk import, see https://help.mypurecloud.com/articles/perform-bulk-import-external-contacts-organizations/

Excellent thanks that helps heaps. I can now see the options once i had create 2 custom security groups. This now only leaves 1 issue. I still can't assign multiple contact numbers to organisation contacts only external contacts

I guess this is a limit to the PC system?

A user can assign multiple phone numbers in their profile. To do this, click your picture in the upper left corner of PureCloud. Then click it again to open your profile page. Under the Contact Information section, you can specify multiple phone numbers. See https://help.mypurecloud.com/articles/set-primary-contact-options/ for more information.

Ok so what you are saying is everyone in our organisation needs to be registered in Purecloud so that they can update their profiles with both Mobile and landline numbers..

Unfortunately this can't happen as we only have our call centre agents using the Purecloud . So hence why I have been trying to find away to add additional number to the contact section.

Hi Lee, I've contacted the Product Owner regarding your situation. She will reach out to you directly. Thanks.

Ok no problem thanks for your assistance to date.

All the best