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  • 1.  User Lookup by Department

    Posted 07-21-2025 11:51
    No replies, thread closed.

    I'm looking for guidance on whether we can configure our Genesys system to display users by department.

    Our Reception team handles all incoming client calls and, depending on the client's needs, transfers the call to a specific user or to anyone available within a department. In our previous phone system, the receptionist could simply type in "Payroll" and see a list of all users in that department along with their current availability status.

    Is there a way to replicate this functionality in Genesys?  And if so, links to knowledge base articles on how to configure this would also be helpful.

    Thanks in advance for the help!


    #Routing(ACD/IVR)

    ------------------------------
    Mandie CARVER
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  • 2.  RE: User Lookup by Department
    Best Answer

    Posted 07-21-2025 12:16
    No replies, thread closed.

    Hi Mandie,

    As long as the user profiles are completed, then yes the search function can find people based on their department in the Directory.

    Search the directory



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: User Lookup by Department

    Posted 07-21-2025 13:47
    No replies, thread closed.
    Thank you Sam!  Appreciate the help and info!
    Mandie Carver   |   Operations Manager
    MKnudsen@abouttimetech.com
    (844) 967‑5629 x 1008
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    Original Message


  • 4.  RE: User Lookup by Department

    Posted 07-22-2025 16:21
    No replies, thread closed.

    For example, if I type Sales in the search, the left-hand pane shows people found by Department and other categories:

    If I then click on Sales under Department I see the people found in that department:



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


  • 5.  RE: User Lookup by Department

    Posted 07-22-2025 16:28
    No replies, thread closed.

    Thanks George  -  Do you know if this functionality is available in the Salesforce Genesys widget?



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    Mandie CARVER
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    Original Message


  • 6.  RE: User Lookup by Department

    Posted 07-22-2025 16:32
    No replies, thread closed.

    Not in the Salesforce CTI version.

    I don't know if you can add it in CX Cloud from Genesys and Salesforce



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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