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.
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