Main Recent Top Hits My Team

Address Book

You can use the address book to place a manual outbound call or transfer a contact to another agent or skill. You can also make an outbound call to an address book contact while on an existing call. The contacts in the address book include recent contacts, skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge, teams, and other agents in your organization. You can use the search tool to quickly locate a contact; it displays results as you type. If your organization integrates with Skype for Business, the MAX address book displays Skype for Business presence information and utilizes click-to-call in the contact center, the back office, and other areas of the enterprise.

Address Book Interface

Field Description
Main (1) The Main tab allows you to drill down through various categories, such as all  Skills, all Agents, and custom address books your administrator has configured. If you transfer or initiate an interaction to a skill, you will be connected with an available agent who possesses the selected skill. It is the default tab that appears when you open the address book.
Recent (2) The Recent tab differs in name between the two instances of the address book: when you initiate a new call, it is called History, and when you open the address book to transfer or conference a call, it is called Recent. In both instances, it displays the contacts you have most recently reached
Top Hits (3) The Top Hits tab only appears when you access the address book to transfer or conference a contact. It provides a list of the agents and skills to which your team most often transfers contacts. This filter is channel-specific, so only agents and skills relevant to the interaction type appear. Top Hits is sorted by relevance with the most commonly contacted skill and agents at the top.
My Team (4) The My Team tab displays all of the agents on your team.

Use the Address Book Tool

  1. Click New.

  2. Either begin typing the name of the contact or skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge in the search box or navigate the tabs and categories with your mouse.
  3. Hover over the preferred contact or skill and click Call to place your call or Email to send an email.
  4. If you want to, you can make an additional call using the address book if you are also on an existing call (like a conference call) by repeating the previous steps.