Contact Directories

The Contact Directories menu enables admins and supervisors to create contact lists for their agents' use. These contact directories are associated with an agent workspaceAgent Workspace – Agent Workspaces control the Script that gets executed for the agents during conversations. It also designates additional properties, like Hold music, Completion Codes, Wrap-up timers, etc., which, in turn, is linked to a queue or utilized in lookup operations. Whenever agents receive or initiate conversations through these agent workspaces, they will have access to the Contact Directory tab within their Directory interface while handling voice calls or email conversations.

To create a contact directory, navigate to Portal > Agents > Contact Directories, click the Create button and provide a name for the contact directory.

To make the contact directory useful for agents, add contacts. Select a contact directory from the list, then click the Add Contact button. Ensure to input the contact's name, phone number, and email address. While these fields are open for free text input, exercise caution with each entry, as agents may rely on them for consultation or transfer purposes.

You can edit the name of the contact directory at any time. Additionally, you can delete a contact directory entirely or edit individual records within it.

Bulk import

When working with large data-sets, bulk import operation can be used, allowing the upload of 5000 records. The bulk upload will replace any existing record in the contact directory, ensure you export your current list before uploading a new one.