Directory

Search, create and interact with colleagues and customers instantly

 

 

 

Search and Communicate

 

1. Drop down Directory button and select Region

My Region	Contacts in your location
Favourites	Contacts added as Favourite in Contact Menus
(Entire Network)	Complete list of contacts in all office locations
Office branches	All office location contacts listed separately

2. Tap Directory Selection tabs Extensions , My Contacts, Company or Customers lists to search

 



 

3. Enter the Name / department / extension you are searching for in the search field

4. Left-click found entry to start communicating using Contacts menu

	New Contact		Create contact
	Dial Business
	Dial Mobile
	Dial Home
	Email		Launch email app
	Send an Instant Message		Initiate external chat Customer receives email link to web chat app
	Delete		Remove from Directory
	Add to Favourites		Add to Favourites Directory
	Properties		View Contact form

 

 

Create Contact

 

1. Use Directory Selection tabs to choose a Contact type

2. Press Add people icon beside search field to open a new form

 



 

3. Enter the information of the new contact in the fields provided

Icon	Drop-down icon to designate contact as Personal, Company or Customer
Name	Customer’s first and last name
Business	Primary phone number
Mobile	Mobile phone number
Home	Home phone number
Company	Company Name
Department	Company Department
Position	Company Role
Account Number	Account ID in your organisation’s CRM
Email	Email address
Priority	Increasing the count pushes customer ahead of those in queue with lower
Region	The physical site within your organisation pertaining to the contact
Preferred Queue	Routes customer to a specific queue regardless of which queue they called
Preferred Agent	Routes customer to a specific profile of agents
Notes	Relevant information you can add which is not captured in other fields

 

 

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