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You can add, delete and edit agent phonebooks in the General tab.  The following options are available within this tab.

  • Add Entry - Adds new entry to the selected agent phonebook.
  • Delete Entry - Deletes entry to the selected agent phonebook.
  • Import - Adds phonebook contacts in bulk by importing the CSV file.
  • Export - Allows you to export phonebook contacts to a CSV file.



Adding New Entry

Click on Add Entry button to display the configuration screen:



  • Name - The name of the entry (external/internal contact) to be dialled.
  • Max Hold Time  - Maximum hold time amount in seconds.
  • ID - Entry ID
  • Place Call On Hold - When selected, allows to place call on hold.

Agent Phonebook supports internal and external transfers. When selecting external transfer the following options are available:

  • Phone Number – The phone number to be dialed for the selected contact or group of contacts.
  • Extension – The extension on the phone number to be dialed when required.
  • Caller id – When selecting external transfer, the caller id on the selected contact.
  • Extension Delay – It controls the number of milliseconds required to wait upon establishing a connection before entering the extension.

When selecting internal transfers the following options are available:

  • Destination Type - When selecting internal transfer, the destination type could be service or service group.
  • Destination - Depending on the destination type selected you may select a specific service group or service.
  • Routing Type - The routing type used when dialing the selected contact. 
  • Agent Skill - The agent skill assigned to the internal transfer. 
  • Cold Transfer - If checked, allows the agents to transfer a call the same way as with any internal phonebook transfer, except the receiving party does not have to be available at the time of the transfer. The caller will remain on hold, be added to the hold queue and given a priority based on what is configured in the phonebook entry.
  • Priority - The priority assigned to the internal transfer call.

Updating the Entry

Click on a selected entry to display the configuration screen:



You may update the entry attributes as required. For detailed information about attributes, see Adding New Entry section. After updating required attribute, click Ok and Save.

Deleting the Entry

Select the agent phonebook entry and click the Delete Entry button. Click Save.

Importing Agent Phonebook Contacts

The Agent Phonebook allows you to add phonebook contacts in bulk by importing the CSV file. To import a file of contacts click the Import button at the bottom-left.



This brings up the screen Import Agent Phonebook Contacts.



Click either the empty File field or the green arrow icon, this will allow you to navigate to the file within your local File directory. Select your file and click the Import button to finish uploading your file.


Maximum of 1000 records are processed during each import operation.


Include Header option should be checked when data needs to be included in the first row of import file. The Current Setting will specify how to format the imported file.

Additional columns can be specified by selecting the Adjust Import Columns and clicking the check boxes next to the desired fields.



Click Ok to save and return to the previous Import Agent Phonebook Contacts screen or Cancel to discard the changes.

Exporting Agent Phonebook Contacts

The Agent Phonebook editor allows you to export phonebook contacts to a CSV file. To export a file of phonebook contacts, press the Export button.


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