Phone Book

The phone book is a real-time contact manager that makes dialing out and transferring simple. Click Phone Book located on the top bar and the Phone Book window opens. Select the appropriate radio button in the upper left corner to switch between its two listing modes:

Phone Book – Populated by your team's administrator, each column can be sorted ascending and descending or used as a search field.

Agents Logged In – A real-time listing of your teammates that are currently signed in with the CCA and their agent status (on-call, on-break, available).

Select a contact or teammate from the appropriate list and then click Dial. If you already have a call in progress, the phone book can be used to transfer rather than dial. Click Refresh to update the Agents Logged In statuses.
If there are multiple pages of contact names or Agents logged in, click the following buttons to navigate through the pages:

• First – Click to return to the first page of the Phone Book or Agents Logged in list.
• Previous – Click to move one page back (e.g. if you are on the third page, you will return to the second page).
• Next – Click to advance one page forward (e.g. if you are on the second page, you will advance to the third page).
• Last – Click to skip to the last page of the Phone Book or Agents Logged In list.

Use the Search field to search for Agents by their first name, last name, extension, direct number, email address, title, or location.