.Managing Contacts vU14

Creating a Contact

To create a contact:

1. On the Configure tab, click Contacts > Contacts.
   The Contacts window displaying the Contacts tab appears.
2. On the Contacts tab, click Add.
   The Contact window displaying the following tabs appears:
   • General
   • Channels
   • Contact Details
   • Encrypted Fields (if applicable)
   • Notes
   • Interactions

   • Scheduled Callback

3. Specify values in the fields as required.

   For information about the fields, see Contact Field Descriptions.

4. Click Save.
   A message stating that the contact is added appears. The contact appears in the table on the Contacts tab.

Viewing or Modifying a Contact

To view or modify a contact:

1. On the Configure tab, click Contacts > Contacts.
   The Contacts window displaying the Contacts tab appears.

2. On the Contacts tab, double-click the row displaying the contact that you want to modify.
   The Contact window displaying the following tabs appears.

   Tab Descriptions

   For more information about the fields on the tabs, see Contact Field Descriptions.

   Tab	Description
   General	General information about the contact.
   Channels	Information about the available channels and permissions for the contact.
   Contact Details	Additional information about the contact.
   Encrypted Fields (if applicable)	Encrypted information about the contact.
   Notes	Notes could provide more information about the status of an account and/or the actions taken by the agents on an account. For a contact, you can view the latest 5000 notes (based on the modification date) added by agents and LVP users. The table displays the following columns: Create Date: Date and time when the note was added. Modify Date: Date and time when the note was last modified. Note
   Interactions	Details about the previous attempts made to reach the contact and the outcome. You can customize the table (for example, add more columns) by using the gear icon . For more information, see Customizing a Table 1.
   Scheduled Callback	Callbacks scheduled for the contact. You can filter the scheduled callbacks by using the Search By field. You can customize the table (for example, add more columns) by using the gear icon . For more information, see Customizing a Table 1.

3. Modify the values in the fields as required.

   • If you want to add a note for the contact, on the Notes tab, use the Add button. After you add a note, you cannot modify or delete it.
   • Agents can view your note on their Agent Desktop if the Notes Enabled checkbox is selected on the General tab in their Agent Desktop window. This window appears when you click Agents > Agent Desktop on the Configure tab of LVP.
   • On the Scheduled Callback tab, you can modify and deactivate the scheduled callbacks. For more information, see Managing Scheduled Callbacks.

   
   

4. Click Save.
   Your changes are saved.

Deleting Contacts

To delete contacts:

1. On the Configure tab, click Contacts > Contacts.
   The Contacts window displaying the Contacts tab appears.

2. On the Contacts tab, select the rows displaying the contacts that you want to delete, and then click Delete.
   The Confirm window appears.

3. Click OK.
   The contacts are deleted.