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Unable to see phone number in Remote Column for Textel text messages

  • 1.  Unable to see phone number in Remote Column for Textel text messages

    Posted 12-14-2023 11:34

    Greetings, 

    We are using the Textel App in GC for text messaging.  When looking at their interactions our agents are unable to see the phone number the text came from because the Remote Column is masked for text messages. 

    Issue
    This only happens with text messages and does not impact out supervisors and above.  I assumed it was a permission, but Genesys support was unsure of what permission would have this impact.  I also reached out to Textel and they told me this was nothing on their side and would be GC permissions.  Anyone see this before and know how to resolve?


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    Michael Meadows
    RunBuggy OMI Inc.
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