This is practice, not Genesys. Nothing you type is saved, recorded or sent anywhere. The dialer, callback scheduling and DNC actions are stubbed — everything else is the real script logic, pulled straight from the Genesys export.

Outbound / Callback: the dialer hands you the customer. Their name is already on screen — read it, don't ask for it. You are verifying details.

Inbound: you get a phone number and nothing else — every {firstname} in the script renders blank. Don't ask for their name. Greet them and search while you're talking: set Manual Reentry? → Yes to unlock the fields, enter throwaway info to get through, then put the caller's number in the Phone Number box and hit Search. The account pulls itself up — their name is on screen before you've finished the greeting. You are looking them up, not interviewing them.

There are two Phone Number boxes in the script and they are not the same field. The one in the sales section is homephone — that's the one Search fills. The one on the confirm step is number1, and Search never touches it. Filling the first does nothing for the second, which is why it gets missed. Type the number again on the confirm step.