Genesys Cloud enables users to search for contacts and organizations through the External Contacts and Organizations interface. Users must have appropriate permissions including View External Contacts and Edit settings capabilities. To initiate a search, users navigate to Menu > Contacts > External Contacts and Organizations, then select either the Contacts or Organization tab depending on their search target. The search functionality supports combination criteria and displays matching records in real-time as users type. The system automatically converts valid phone numbers to E.164 format; users can search for non-standard formats by enclosing search terms in quotation marks. Search results can be refined using a divisions filter to narrow outcomes. The interface displays a banner indicating duplicate contact clusters if the auto-merge feature is not enabled in Identity Resolution settings. When search results exceed 1000 contacts, Genesys Cloud prompts users to refine their search parameters for improved performance and usability.
The following permissions:
External Contacts > Contact > View
External Contacts > External Organization > View
External Contacts > settings > Edit
To search for contacts or organizations, take the following steps:
Click Menu > Contacts > External Contacts and Organizations.
Note: If you do not turn on the auto-merge feature in the Identity Resolution page, then the External Contacts and Organization page displays a banner that shows the count of duplicate contact clusters it detects in your directory. For more information about auto-merging External Contacts, see Configure auto-merge in identity resolution.
Do one of the following:
To search for a contact, click the Contacts tab.
To search for an organization, click the Organization tab.
In the Search External Contacts and Organizations box, begin to type a simple search. You can use a combination of criteria. As you type the search criteria in the search box, Genesys Cloud displays the matching records under the search box. For example, a search for “Miranda Te” returns two records:
One record for Miranda, who has the lastname of Temerio.
One record for Miranda Smith, who lives in Texarkana.
Note: To search for a term without the conversion, enclose the term in quotation marks. For example, to search for account ID 8005551212, enter the following: "8005551212”. The External Contact Management UI converts valid phone numbers to E.164 format. To search for a non-E.164 number, 020-2672-6670, enter "020-2672-6670".