Adding numbers and flows to the Phone Book

As an Admin, you can create a Phone Book that your agents can use to transfer calls. The entries in the phone book can be phone numbers, or flows. This latter option lets agents transfer calls to a different queue. 

Entries in the phone book can optionally be associated with an Office. If they are, they will only appear for projects with the same office, allowing you to create different phone books for different projects.

Adding entries to the phone book

To add a number to the phone book, in your Admin account:

1. Go to the General Settings page.
2. Go to the Phone book subpage.

3. Click the Add contact button.

4. Type the Name of the contact.
5. For Phone number, select either Add number to add a specific phone number to the phone book, or Select flow to add a call flow to the phone book.
6. If adding a number, type the number in the field below. The number format must be valid, and international format is preferred.
   If adding a flow, click the drop-down list to select an existing call flow. That call flow can then direct the call to another queue, for example.

To help organise the phone book, all numbers are associated with a Group.

7. If the contact is part of an existing group, choose Select group, then click the drop-down list and select the appropriate group.
8. Otherwise, select Create new group and type a name for a new group in the field below.

If a phone book entry is associated with an Office, it will only appear in the phone book if the agent is working on a project associated with that same office. If the phone book entry is associated with no office, it will display in the phone book for all projects. As noted in the dialog, this setting is not applied if the agent is working in the Legacy Outbound interface. 

9. Click the Office drop-down list to either select No office, or one of your existing offices.

10. Click the Add contact button.

Editing and deleting from the phone book

• If an entry in the phone book changed, you can edit it by clicking the  button.
• If an entry in the phone book is no longer needed, it can be deleted by clicking the  button.