The External Contact Call History Display feature team is pleased to open applications for Beta candidates.  Beta testing is an important part of our development process and we sincerely appreciate your interest in participating!

This feature will enable Genesys Cloud users to identify an External Contact and reach out to the External Contact more efficiently in Call History and Voicemail inbox.

Attached is a summary of the functionality.  You can sign up for the beta here.

Attachment(s)

ExternalContactInCallHistoryBeta.pdf   1.05 MB 1 version

Hi Jason,

Would I be able to clarify a couple of this about this functionality:

• Will the External Contact name only appear in the History if the record was matched/selected during the Interaction, or will it attempt to resolve/lookup any matching External Contact record based on the number?
• If it's the latter and a matching phone number appears on more than 1 external contact - what will appear (will it show there's multiple External Contact matches, will it show the First Match, or will it revert to previous behaviour and show the Region/Country info?)

Also whilst I have your attention, do you know how the reverse lookup of matching External Contacts on an incoming/outgoing interaction determines which one it uses as default when there's more than one match (is it based on userID, Last Name, Title, etc)?

We have a few contact records that use a shared number, and wondering how these will match/appear (as currently it just seems to consistently pick only one of the contacts for name lookup/resolution even though there's more than one and can be confusing for the agent when the name doesn't match - and whether there's a way to choose a 'Primary' External Contact for the same number)

Cheers,

Hello Jeff,

  Slides 6-9 of the attached PDF may answer your question.  This new functionality is UI only, so it is only displaying the First and Last Name attributes of the External Contact associated with the voice interaction IF the First or Last Name attribute exist.  If the First and Last Name are updated on the External Contact after the call, those changes WILL appear in Call History and Voicemail inbox.

In your scenario, I believe you'd have to change which External Contact is associated with this interaction manually (or via API or an automated workflow) if the identifying number did not automatically associate with the desired External Contact.  Slides 6-9 details how to release and claim an identifying phone number for an external contact.

I hope this helps,,

Attachment(s)

ExternalContactInCallHistoryBeta.pdf   1.05 MB 1 version