Agent phonebooks allow agents to transfer calls to a list of internal and external contacts. Phonebooks are assigned at the client, call center, and service levels. You can use the Agent Phonebook for:

• External transfers that support single ten-digit phone numbers and extensions.
• Internal transfers that allow agents to transfer calls to service groups and services.

For example, you can use the Agent Phonebook to transfer calls to an internal team of multilingual agents, or to an external number for payment verification.

This section covers the options available to you when you are setting up agent phonebooks.