Genesys Cloud - Main

Hi,

We want t add an Agent Script with fields that be synchronized with fields of External Contacts within Purelcoud 

For example, the Agents can update the fields within the Script in order to be updated in the External Contacts

Is this possible ? if so, how to implemant this ?

Thank you in advance.
#Omni-ChannelDesktop/UserInterface
#SystemAdministration

I can't give you in-depth direction, but I presume you would be able to do something using the PureCloud Data Actions Integration. You would have to build custom actions to get the data you want via the API and update the external contact.

I'd probably use the https://developer.mypurecloud.com/api/rest/v2/externalcontacts/#get-api-v2-externalcontacts-reversewhitepageslookup GET to populate the script based upon ANI, and https://developer.mypurecloud.com/api/rest/v2/externalcontacts/#put-api-v2-externalcontacts-contacts--contactId- to update the contact with changed information.

It will take some careful configuration/coding to get the Custom Actions created and working properly.

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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
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