When an agent clicks to make a call to, consult with, or transfer to another party, ContactPad's address book opens. The agent can either type in a telephone number or click one of the existing contact types. Depending on which features are enabled for your account, the address book will contain different contact types:
Contact type | Icon | Make call | Consults and transfers | ||||||
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Inbound calls | Outbound calls | ||||||||
Agents | Icon color indicates the availability of each agent. | ||||||||
Queues | In enabled for your account, all queues appear. | ||||||||
Interaction plans | By default, interaction plans do not appear in ContactPad. If enabled for your account, all interaction plans will appear.
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Short codes | Short codes must be configured to appear in ContactPad. For information about configuring short codes to appear in ContactPad, see Configuring short codes. |
For more information about how the agent interact with the address book, see Making and receiving calls in ContactPad.