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  • 1.  Need to automatically synchronize external non-Genesys contacts

    Posted 10-10-2024 18:01

    Hi everybody

    Like many organizations, ours has both users in Genesys and users reachable via other voice platforms. All these records exist in a central Active Directory/Entra database.

    The final objective is to dial by name from Genesys both Genesys and non-Genesys (PSTN) destinations (even if part of our organization).

    Based on what I know, Genesys Directories include Internal entries (My Organization) which are created when users are added into Genesys (manually or via SCIM).

    Still, if the intended recipient of a call is not in Genesys, we need to add the person as an external contact to dial by name, right?

    If this is the case, is there an automatic way to synchronize external contacts from Microsoft AD/Entra? Something similar to SCIM but for non-Genesys users.

    Should I need to use the REST-APIs and create an external process?

    Please comment.

    Thank you in advance

    Enrique


    #Unsure/Other

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    Enrique Waizel
    Westland Insurance Group Ltd.
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  • 2.  RE: Need to automatically synchronize external non-Genesys contacts

    GENESYS
    Posted 10-11-2024 15:33

    Hey Enrique,

    Are you looking for a two way sync of information or are you looking to just pull the information from the data base and then use that?



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    Jason Kleitz
    Genesys - Employees
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  • 3.  RE: Need to automatically synchronize external non-Genesys contacts

    Posted 10-11-2024 17:12

    Jason, just one way is needed:

    From Entra/AD -> Genesys 

    That is the basic need.

    Let me know if you have comments.

    Thank you for your engagement. 

    Enrique



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    Enrique Waizel
    Westland Insurance Group Ltd.
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  • 4.  RE: Need to automatically synchronize external non-Genesys contacts
    Best Answer

    GENESYS
    Posted 26 days ago

    Hello Enrique, 

    This is not something we support currently. Though its an excellent idea and I would recommend opening an idea for this. 

    Cheers, 



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    Cam
    Online Community Manager/Moderator
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