Use contacts

Contacts in the call adapter are organized into three different contact groups. You can find an end-user's contact information in these contact groups, refining your search using the search bar and filter buttons. After finding the contact that you want, you can quickly start a call.

You can create a personal contact list if your administrator has enabled this capability. You can also mark any contact as a favorite so you can quickly find it later.

Start a call using a contact

To start a call using a contact, follow these steps:

  1. In the CCAI Platform portal, click Call. The call adapter appears.

  2. Click Start call.

  3. Click the Directory tab. The outbound call directory appears, displaying the following contact groups. The display number next to each contact group name indicates how many contacts are displayed in the group.

    • Favorite: the contacts that you have marked as your favorites. For more information, see Mark contacts as favorites.

    • Personal: all of the external contacts that are available to you. This includes contacts from the following:

      • Your personal contact list, if you have created one. For more information, see Create a personal contact list.

      • The global contact list, if it's available to you. For more information, see Contact lists.

      • Any custom contact lists that are available to you. For more information, see Contact lists.

    • All: all of the contacts from the Personal contact group, plus your call center's internal contacts.

  4. To find the contact that you want to call, do the following:

    1. Next to the contact group that you want, click Expand more.

    2. Optional: Type a contact name in the search bar and press Enter to reduce the number of contacts that display. If searching reduces the number of contacts displayed, the display number is also reduced.

    3. Optional: Click the filter buttons below the search bar to further filter the contacts that display. If filtering reduces the number of contacts displayed, the display number is also reduced.

  5. Click the contact that you want to call, and then click Call.

Create a personal contact list

You can create a personal contact list if your administrator has enabled this capability. For more information, see Enable agents to create a personal contact list.

To create a personal contact list, follow these steps:

  1. In the CCAI Platform portal, click Call. The call adapter appears.

  2. Click Start call.

  3. Click the Directory tab. The outbound call directory appears.

  4. Next to Personal, click Filter. Your personal contact list appears.

  5. To create a new destination in your personal contact list, do the following:

    1. Click Add a new destination. The Add destination page appears.

    2. Under Destination name, enter a name.

    3. Under Destination phone number, enter a phone number.

    4. Optional: Click the Create CRM records for outbound calls to this contact.

    5. Click Add.

  6. Repeat the previous step for each new destination that you want to add.

  7. Click Back to return to the contact directory. The contacts that you added to your personal contact list are included in the Personal and All contact groups.

  8. Click Close to close the window.

Mark contacts as favorites

You can mark any contact that you can view in the agent adapter as a favorite.

To mark contacts as favorites, follow these steps:

  1. In the CCAI Platform portal, click Call. The call adapter appears.

  2. Click Start call.

  3. Click the Directory tab. The outbound call directory appears.

  4. Next to Favorites, click Filter. The Select your favorite page appears.

  5. Click Star next to all of the contacts that you want to mark as favorites.

  6. Click Back to return to the contact directory.

  7. Next to Favorites, click Expand more to see your new favorite contacts.

  8. Click Close to close the window.