Genesys Cloud - Main

Hi Everyone, 

I have observed the following behavior and would like your clarification:

When an incoming call is received, the Profile tab displays the customer contact. However, the agent must manually select the customer to claim the contact and link it to the conversation. Is this the expected behavior?

My assumption is that if there is a unique match between the customer's phone number and the contact record, the call would automatically link to the conversation, providing the agent with a single customer view without manual intervention.

Could you please confirm if this is correct or clarify the intended behaviour?

Thank you for your assistance.

Thanks,

Karthik

Hello Karthik,

Does the customer number match the contact record exactly? I wonder if the two numbers are formatted differently.

Hi Everyone, 

I have observed the following behavior and would like your clarification:

When an incoming call is received, the Profile tab displays the customer contact. However, the agent must manually select the customer to claim the contact and link it to the conversation. Is this the expected behavior?

My assumption is that if there is a unique match between the customer's phone number and the contact record, the call would automatically link to the conversation, providing the agent with a single customer view without manual intervention.

Could you please confirm if this is correct or clarify the intended behaviour?

Thank you for your assistance.

Thanks,

Karthik

Thank you Jason, it worked after i have removed the country code in the phone number field.

Hello Karthik,

Does the customer number match the contact record exactly? I wonder if the two numbers are formatted differently.

Hi Everyone, 

I have observed the following behavior and would like your clarification:

When an incoming call is received, the Profile tab displays the customer contact. However, the agent must manually select the customer to claim the contact and link it to the conversation. Is this the expected behavior?

My assumption is that if there is a unique match between the customer's phone number and the contact record, the call would automatically link to the conversation, providing the agent with a single customer view without manual intervention.

Could you please confirm if this is correct or clarify the intended behaviour?

Thank you for your assistance.

Thanks,

Karthik