Contacts, VoiceHub

Organization’s employees and their real-time availability. Any contact can be selected from Contacts view to access its details.

Open

1. Search field allows you to give any search term. By default, Department, Email, First name, Last name, Location, Mobile number, Subcompany, Title, Work number are always searched. More contact fields to be searched can be selected in Filtering options. See below.

2. Directory or multiple can be selected for searching. You may have multiple directories which contain different contacts.

3. Filtering options opens a new dialog with more options. See below.

4. Add New button at right allows you to add new contacts to the selected directory if you have sufficient permissions.

The list can be sorted by any of the column headers. For example, you can sort answered calls at the top.

The list has columns for:

• Name - Last and First name of a contact

• Location - Location field content

• Title - Title field content

• Phone numbers - Work number, mobile number and other number fields.

• Availability - is indicated with a colored circle and the availability state name. Possible note text and end time is displayed.

List rows can be clicked to access contact details. See below.

At the bottom of the list, pagination controls allow you to select how many rows are displayed at same time. You can then move between the pages.

Open

Filtering

Filtering dialog is opened from Filtering options link.

A dialog is opened with options for detailed filtering:

Filtering options are:

• Include queues - Display service queues in search results. Can be useful in excluding service queues and only displaying actual contacts.

• Include users - Display users in search results.

• Filter by field - Select any of the contact fields and enter a value that it must contain. For example, filter with a City = London.

• Extra fields to search - Select additional fields which will be searched with you search term. Department, Email, First name, Last name, Location, Mobile number, Subcompany, Title, Work number are always searched, and therefore not possible to select from the extra fields.

Contact details

Clicking on any row on the list opens the contact details in a separate dialog.

This dialog displays all contact’s fields. Depending on your organization’s usage of Contacts, some of the fields may be empty while some contacts may have more information.

Details are also displaying user’s photo and their availability information.

Contact details and current availability may be edited if you have sufficient permissions.

Additional fields can be added when editing a contact. These extend the functionality in case the default contact fields are not sufficient. Field name and content can be given. The field contents can be searched in the Contacts list.

For example, if an additional field with languages was given, then those language names could be searched: