Agent Phonebook Help

The list of agent phonebooks is displayed in the Agent Phonebook drop down menu. Each phonebook will have Agent Phonebook ID, Description and a list of contacts displayed in the General tab. Using the cog icon in the upper right hand corner, you can specify which attributes to display. The attributes of each contact are:

• ID - entry ID
• Name - The name of the entry (external/internal contact) to be dialed.
• Max Hold Time  - Maximum hold time amount in seconds.
• 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.
• Extension Delay - It controls the amount of milliseconds required to wait upon establishing a connection before entering the extension.
• 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.
• Place Call On Hold - When selected, allows to place call on hold.
• Agent Skill - The agent skill assigned to the internal transfer.
• Routing Type - The routing type used when dialing the selected contact.
• Caller id - When selecting external transfer, the caller id on the selected contact.
• Cold Transfer - When selected, allows 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.
• Priority - The priority assigned to the internal transfer call.

1. Select the Create Agent Phonebook button from the bottom left.
2. Enter the new Agent Phonebook name and select OK.
3. Add new entries using the Add Entry button.
4. Enter the entry attributes:
   1. Name
   2. Place Call On Hold
   3. Max Hold Time.
   4. Select External/Internal Transfer
      1. For External Transfer:
         1. Phone Number
         2. Extension
         3. Caller id
         4. Extension Delay
      2. For Internal Transfer:
         1. Destination Type
         2. Destination
         3. Routing Type
         4. Agent Skill
         5. Cold Transfer
         6. Priority
5. Select OK button, then Save.

Creation of the agent phonebook is captured by Created By field.

1. Select the agent phonebook entry to be edited. Double click will open the entry screen.
2.  You may update the entry attributes as required.
   1. Select external transfer for single contact information.
   2. Select external transfer for service or service groups contact information.
3. Select OK.
4. Select Save .
5. To delete entry, select the agent phonebook entry and click the Delete Entry button.
   

Changes to the agent phonebook are captured by the Last Modified By field.

You can add phonebook contacts in bulk by importing the CSV file.

1. Click the Import button.
2. Click in the Select a File to upload box and navigate to the local directory that contains your CSV file.
3. Select the file you wish to import. 
4. Select the Include Header? checkbox if the CSV file contains header row.
5. Click on Adjust Import Columns to include/exclude fields for importing.
6. Click Import to import 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 and follow directions on the screen to open or save the file.