Comms Panel - Contacts Tab

Subject to user rights.

This is accessed by clicking the button on the Toolbar and then the panel's Comms panel tab, contacts button Contacts button.

Comms panel contacts tab selected

Use this tab to see and manage your contacts.

	Clicking this displays this Help page in a separate window.
	Hides the Comms panel. You can restore it by clicking the Comms button on the Toolbar.

Contacts tab with 6 labels, numbered 1 to 6

Label 1

Search and Filter bar

Use this to search for a particular name, email address, or telephone number. The contact list filters as you begin typing characters in the field. The search terms are displayed below the controls.

You can remove a search term by clicking its button.

The button is for filtering your contacts list by type of contact (for example, external contacts only) or by agent group.

Note: the 'Treatment' option filters on hunt groups, supervised groups, queues, pickup groups, paging groups, services, shared voicemails. These entities are not associated with an availability status.

The applied filter name appears at the top of the list.

Any contact name, email address, or telephone number search is performed within the filtered list.

Label 2

Favourite Contacts list

Displays contacts that you have marked as favourites. The symbol and colour indicates the current availability status of the contact (see Contacts List, below).

Label 3

Contacts List

Displays your organisation's contacts. For storm users, their user group (typically, their department) and extension number are shown. For other contact types, appropriate information such as external contact number, or queue name is shown. Administrators who cannot log in to DTA are not displayed in the list.

A contact's symbol and colour indicates the type of contact and their status, where relevant.

Users

	Logged Off. The user's availability status is unknown because they have not logged in for a long time and storm has lost track of their status.
	Unavailable. The user is unavailable.
	Logged Off. The user is logged out of DTA.
	Available. The user is available to receive all calls and other communications.
	Available (Internal Only). The user is available to receive calls from storm users only.
	Available (Direct Only). The user is available to receive direct communications only. Direct communication refers to external calls that are routed directly to the user rather than through a queue.
	The user is in one of the following transient statuses during which they cannot receive incoming calls. Making Call. The user is dialling out. Ringing. The user's phone is ringing. Dial - Reserved. The user is a dialler agent who is participating in a storm OUTBOUND dial campaign. Click the user to see which of these statuses they are in.
	The user is busy handling an interaction such as a call or an email. Click the user to see which type of interaction they are handling.
	Wrap-up. The agent is in the wrap-up status at the end of a call or interaction.

Queues

	The contact at the front of the queue has been waiting for a short time (typically 5 minutes).
	The contact at the front of the queue has been waiting for a moderate time (typically between 5 and 10 minutes).
	The contact at the front has been waiting for a long time (typically over 10 minutes).

Other Entities

	A storm treatment other than a queue. This can be a hunt group, a supervised group, a pickup group, a service, a paging group, or a shared voicemail. These entities are not associated with an availability status.
	A personal or external contact. These are non-storm entities and, as such, do not have an availability status that is known to storm.

Label 4

Contact Details

Clicking theContact Details button or anywhere on the contact displays the contact's details such as the name of the status they are in, and their contact addresses.

You can click on a telephone number or email address to initiate an interaction with the contact on that channel. For an email address, the button copies the address to the clipboard so that it can easily be pasted into To and Cc fields when composing emails. You can also drag the email address into these fields.

You can also do the following:

	Click this to initiate a chat with the user in the Chat Panel.
	Click this to leave a request to be called back. The message 'Call me back at your earliest convenience' and a Call button appears in the user's Notification Centre Panel immediately.
	The contact is not in your Favourites list at the top of the panel. Click to include them in the list.
	The contact is in your Favourites list. Click to remove them from the list.
	(Displayed for agents) Click the button to see an alphabetical listing of the agent groups of which the agent is a member.
	(Displayed for personal and external contacts only) Click this to edit or delete the contact in the Settings Window.

To hide a contact's displayed details, click on the contact'sbutton (next to their name), or anywhere on their name, or the button below their details.

Scroll buttons

Indicates the number of contacts who are currently in view and the total number of contacts in your contacts list. Use the arrow buttons to see contacts who are not currently visible in the panel.

	Displays the first page of items.
	Displays the previous page of items.
	Displays the next page of items.
	Displays the last page of items.