Using the address book

Click here to learn how to configure the addressbook.

Click here to learn more about the addressbook.

 

The address book contains the following entities:

  • Agents – All the agents in the contact center.
  • Campaigns – All the campaigns in the contact center, with all the different DNIS.
  • Supervisors – All the supervisors in the contact center.

The address book is organized by contact (as opposed to by address), meaning that a contact may have several addresses. For each contact there’s the following fields:

  • Name
  • Relationships/source (Agents; Supervisors; Campaigns)
  • Address Media (Audio, Video, Email)

 

The address book is searchable by name and address.

The book control is always visible. When there’s no active interaction, the control will be expanded. When there’s an interaction, the address will be adjusted to a smaller size or totally collapsed, depending on the available space.

The address book has an input field to search for, and start, interactions:

contactsearch.png

 

The book is filtered as you enter a name or number in the input box. Once your address is found, its details are shown and you can start an interaction. If the contact has several addresses, the first one will be used; by default, unless an email address is entered or the contact only has an email address, the button makes a voice call.

A service and an agent are found below for new:

contact_details.png

 

In the example below, clicking Show dial options refines the search, where you can specify service and outgoing address. In the example below, Agent yields:

contact_search.png

 

Select a contact to see its details and start an interaction. When the address input doesn’t match any of the items in the address book, a new, virtual entry appears so that you can start a new interaction.

When a call has been established, the buttons dial.png are replaced with the extend and blind transfer blindtransfer.png buttons.

 

Agent availability

Agents show the states idle, busy, preview, wrapup, and offline, and campaigns show the states started, suspendind, suspended and stopped.

Campaign too show the number currently of available agents with a delay of up to 6 seconds. These are distinguished by colors.
oneagentweb_available_agents_.png

 

Color table

Color Icon State
Green button_green_state.png Idle
Red button_red_state.png Busy
Blue button_blue_state.png Preview
Yellow button_yellow_state.png Wrapup
Grey button_grey_state.png Logged out

 

Most used and favorite contacts

OneAgent address book allows the agent to mark contacts as favorites and shows all the contacts that the agent marked as favorites. It also has a group of the 5 most used contacts and it is added when a contact is used. If a contact is already added to the Favorites, it will not appear as a Most Used contact.

 

The address book has three groups of contact, the first group is the Favorites, the second group is the Most Used and the third group is All Contacts.
oaw_all_types_of_groups.png

Favourites:
oaw_contact_marked_favourite.png

Most used:
oaw_most_used.png

All contacts:
oaw_contact_not_favourite.png

 

When searching, Favorites and Most Used groups disappear. Filters will be applied on the three groups and the All Contacts continue to be paginated, showing 25 items initially.

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