Genesys Cloud - Main

Hi there, I've looked online and can see various (old) posts about outlook contact integration into PureCloud. Is this still a thing, how do I use it if it is?

Thanks in advance.

There is not a way to import a user's private Outlook contacts into PureCloud, if that is what you are looking for.

Currently, there is an External Contacts feature under Admin>Directory>Contacts which allows you to bulk import External Contacts from a .csv file, so you could export Outlook to a .csv, put it into the required format for column names and such, and import them for use by all users.

https://help.mypurecloud.com/articles/manage-contacts-2/

That feature is going to be deprecated, then replaced by other functionality which is similar but better.

Ok, I figured out how to dial from Outlook...but only from Office365.

There are a couple of ways.

1. Install the PureCloud Desktop application and set it as the Default Program for Tel: and URL dialing (Default programs in the Windows Control Panel). That way, when you click on a contacts phone number in outlook.office365 it will allow you to place the call through PureCloud. That should work from any browser that supports Office365.

2. Chrome only...you can install the PureCloud for Chrome app (https://help.mypurecloud.com/articles/install-purecloud-for-chrome/). When it is running as your Client, you can highlight a phone number in Outlook.Office365, right-click, and choose Make a Call from the context menu. (That works on any web page in Chrome when the PureCloud for Chrome app is running).

I can't find a way to use the desktop version of Outlook for click-to-dial.