Contact List

The Contact List section of your agent desktop enables you to view a customer's contact information, search for a contact record, call the customer, and send emails and SMSes to the customer. 

You can use the filter to search for contacts based on the following attributes, which appear in the drop-down list:

  • Account
  • Address 1
  • Agent
  • Agent Team
  • Date of Birth
  • Email Address
  • First Name
  • Group
  • Last Name
  • Original Contact Number
  • Payment Balance
  • Phone Number

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

Dialing

Depending on the configuration of your desktop, you can manually dial a number that appears in the Contact List section by using dial icon in the Primary Phone column.  You might 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.