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Enabling Agents To Manage Contacts

Procedure: Enabling agents to manage contacts

Purpose: To enable an agent to view and manage contact information.


  • A working knowledge of Genesys Administrator.
  • The CloudCluster application object exists in the Configuration Database.
  • The CloudCluster application has a connection to Universal Contact Server.
  • The agent object is configured to use one or more of the following media channels:


  1. In the CloudCluster application, enable the api-multimedia feature.
  2. Configure the Contact options in the interaction-workspace section of the CloudCluster application object.


This page was last edited on September 4, 2013, at 18:38.


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