Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Multiple External Contacts on an interaction

    Posted 7 days ago

    In the release notes of 13 th of July the "releases" : Profile Panel improvements for contact actions. This is only a way to show to agent in a better way it is nothing you can do. I have tried to remove external contacts from conversation with api call in architect with success so it is only one externalcontact ID on the conversation , but still it shows the error message.

    I can't see why this is not a bug and it should be possible for the agent to choose correct External contact. Even if one of the Externalcontact ids is of type "identified" ( If it is not in External Contact Genesys create a temporary id) it gives the error message.

    Has anyone been able to create a workarround for this problem. I have also created an idea for this. Genesys Cloud Ideas Portal

    Aha remove preview
    Genesys Cloud Ideas Portal
    View this on Aha >


    #ArchitectandDesign
    #DigitalChannels
    #Routing(ACD/IVR)

    ------------------------------
    Eystein Kylland
    Systemutvikler Genesys Applikasjonsspesialist
    ------------------------------


  • 2.  RE: Multiple External Contacts on an interaction
    Best Answer

    Posted 7 days ago

    Hello Eystein,

    If the API call is not working properly, you may want to open a case with Product Support to investigate what is happening on the back end. If you do open a case, could you please share your case number so that I can help monitor the issue internally?



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Multiple External Contacts on an interaction

    Posted 6 days ago

    I have reported it twice and Genesys says it is by design. Case #0004062407 and Case #0003931219. The API call i working. I'm able to remove one of the externalcontactID in the flow with data action , but still the profile windows shows the error. Why can't it show both contacts in the profile window. One maybe is assigned and the other is shown as suggestion. If you look in External contact you only see it on one of them



    ------------------------------
    Eystein Kylland
    Systemutvikler Genesys Applikasjonsspesialist
    ------------------------------

    Original Message


Related Content