Set Up Address Books

Create a Standard Address Book by Manual Contact Entry

Required permissions: Address Book Create

  1. Click the app selector and select ACD.

  2. Go to ACD Settings > Address Books.

  3. Click Create New > Standard > Blank Address Book.

  4. Enter a Name for your new address book and click Create Standard Address Book.

  5. Click Add > New Entry, enter an individual contact's information in the appropriate fields, and then click Create Contact.
    Screenshot of the contacts tab in an address book, where you can manually add a contact

  6. Click the Assignments tab and specify who can access the address book.

Create a Standard Address Book by File Upload

Image of the first screen to complete when uploading a contact file for an address book

  1. Using a spreadsheet or text editor, create a file containing the contacts for the address book.

  2. Click the app selector and select ACD.

  3. Go to ACD Settings > Address Books.

  4. Click Create New > Standard > Import by File Upload.

  5. Enter a Name for the new address book.

  6. Click Choose File. Select the file you created and click Open.

  7. Select the correct File Type and indicate whether your file includes a Header Row? and whether or not you want to Allow Duplicates. If you allow duplicates, CXone will create a new address book entry for each contact in your list, even if the contact is already there.

  8. Click Next.

  9. Map the fields in the address book to the columns in the uploaded document. Phone number fields cannot exceed 30 characters.
    Image of the field mapping screen used when you upload contacts to an address book
  10. Click Create Address Book.

  11. Click the Assignments tab and specify who can access the address book.

Create a Dynamic Address Book

  1. Click the app selector and select ACD.

  2. Go to ACD Settings > Address Books.

  3. Click Create New > Dynamic.
  4. Enter a Name for your new address book and click Create Dynamic Address Book.

Contacts in a dynamic address book cannot be manually added or uploaded. They are added from an external source (like a CRM) using the Address Book API. For more information on the Address Book API, refer to the NICE CXone Developer Portal.

Edit Address Books

You can edit standard and dynamic address books to change the name or who can use the address book. For standard address books only, you can edit existing contacts or add new contacts.