Contact List

The Contact List section of your Agent Desktop enables you to view the contact information of customers, search for a contact record, call the customer, and send emails and SMSes to the customer. You can also view the contact details by using the contact icon next to the account number in the Account column.

You can use the search box, along with magnifying glass icon, to search for contacts based on the following attributes, which appear in the drop-down list:

  • account
  • account due date
  • original account number
  • phone number
  • city
  • state
  • group
  • name
  • phone
  • address
  • guarantor name
  • payment balance
  • amount to speak
  • account dialed yesterday
  • account dialed today.  

The search criteria, once specified, do not change when you modify states, change services, or log on to your Desktop again.

Dialing

Depending on the configuration, you can manually dial a number that appears in the Contact List section by using dial icon next to the phone number.  You may be required to re-enter the 10-digit phone number to dial.

If you are prompted to confirm a dial, restrictions are not enforced—the following dial-time checks are not performed on the phone number:

  • Time zone validation 
  • Dialing window validation
    • Call center open/close 
    • Dialing profile 
    • ZIP Code-Area Code mismatch 

Sending an Email and SMS

For information about sending an email or SMS to a customer, see the Sending an Email or Sending an SMS section in Contact Details.