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  • 1.  "Speed Dials" in Genesys Cloud

    Posted 11-04-2024 11:32
    No replies, thread closed.

    Good morning, first time poster here.

    My org is in the process of making the move from PureConnect to Genesys Cloud.  We used the Speed Dial list/tab feature a lot in Interaction Desktop for queues and external numbers; however I don't find a smilirrar feature in the Genesys Cloud UI.  I'm curious how folks using the system have solved this problem.  Thanks in advance.


    #Implementation

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    Keri Miller
    Senior Team Leader - Business Analysts - Care Center Operations
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  • 2.  RE: "Speed Dials" in Genesys Cloud

    Posted 11-04-2024 11:55
    No replies, thread closed.

    Hello Keri and welcome to the community!

    First off I don't know anything about pureconnect. So if you could go into more detail about the feature I can do some digging around and see if I could find a comparable feature, if it exists. 

    But I would love to see what the community has to say about this as well, as I know there are others who have migrated from pureconnect and might have knowledge that I don't currently have. 

    Cheers, 



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    Cam
    Online Community Manager/Moderator
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  • 3.  RE: "Speed Dials" in Genesys Cloud

    Posted 11-04-2024 13:40
    No replies, thread closed.

    This is what speed dials look like in PureConnect.  Agents can drag calls to them to initiate a "cold" transfer or drag them up to initiate a warm transfer or conference call.  I don't expect it to be that fancy but in the system now you have to type in the name of the external contact in order to connect the acd call to another party.  This requires to type in the right name which for us is a challenge because they can be similar. 



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    Keri Miller
    Senior Resource Planner
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    Original Message


  • 4.  RE: "Speed Dials" in Genesys Cloud
    Best Answer

    Posted 11-04-2024 13:56
    No replies, thread closed.

    Hello Keri, 

    I believe what you are looking for is in Genesys Cloud. You can start by typing a name or phone number and if they are saved in your org as an external contact/other agent there name should come up. Kind of like below:



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    Cam
    Online Community Manager/Moderator
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    Original Message


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