Comms Panel - Phonebook Tab/Panel

Subject to user rights.

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

Comms panel contacts tab selected

Note: in some deployments, the tabbed Comms Panel is not available. Instead, the Phonebook is provided in a standalone panel, accessible from the toolbar. If you prefer this setup, consult your local support desk. The Phonebook tab/panel is not available to you if you are seeing the Comms Panel - Contacts tab/panel.

Use this tab to see and manage your Phonebook contacts. A Phonebook is organised into a series of tabs, where each tab displays one or more types of contact such as storm users, external contacts, personal contacts, queues, or hunt groups as configured by an administrator.

	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.

You can display the Phonebook as a tab within the Comms panel or as a wider standalone Phonebook panel as illustrated below.

Contacts tab with 6 labels, numbered 1 to 6

Label 1

Popout Phonebook button

Pops out the Phonebook tab as a standalone Phonebook panel.

Label 2

Phonebook tabs

Displays Phonebook contacts in various categories. The tabs and contacts that you see here are configured by your administrator.

Use the and buttons to navigate to offscreen tabs. Clicking a tab's button pops out that tab as a standalone panel. You can pop out up to three tabs. Clicking a popped-out tab's button in the title bar reverts the display of the panel to a tab in the Phonebook panel. You can change the display order of your Phonebook tabs. See Change the Order of Your Phonebook Tabs.

Note: you can configure a Phonebook tab to auto-display on DTA login. See Select a Phonebook to Display on DTA Login. Depending on your configuration, a particular Phonebook tab can also be displayed on receiving some calls and interactions.

Label 3

Keyword and field search

The 'Keyword' option allows you to perform a single search across all phonebook fields for all contacts on the tab. With this option selected, choose a condition selector (such as 'Starts With' or 'Contains'), followed by at least two characters of the full or partial keyword to search on. This is illustrated below with the keyword 'car'. The contacts list updates immediately, with the search chip displayed directly above the list.

Clicking the button allows you to search on a particular field, either by selecting a condition selector followed by the item to search on, or by selecting from a list of defined items (such as a user group).

Note: searching on the Agent Group field works slightly differently to the other fields. See Searching Agent Groups further below.

You can refine your search by including multiple searches. This can be a combination of no more than a single keyword search plus any number of searches on particular fields. An example multiple search is illustrated below.

Removing a search item by clicking the search chip's button changes the search result immediately.

Note: the simple keyword search returns results across all fields, including those not available in the drop-down list of fields.

Label 4

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).

Note: this list is displayed only on a Phonebook tab that displays every user, queue, internal, and external contact. A storm administrator may have configured a separate tab to display your favourite contacts.

Label 5

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.

Pagination 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. This button is disabled when a search has returned more than 10,000 results.

Label 7

Collapse Phonebook button

Reverts the display of the standalone Phonebook panel to a tab in the Comms Panel.

Label 8

Contact buttons

Contact Details. Clicking this button or anywhere on the contact displays the contact's details as configured by your administrator. The availability status of storm users and any note they have written to their personal contact card is also displayed here.

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.

Note: the additional buttons displayed on the popped-out Phonebook panel are shortcuts to the modes of contact that are available for that contact.

The following buttons are also displayed:

	Click this to initiate a chat with the user in the Chat Panel.
	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.
	(For external and personal contacts only). Click this to edit the contact's details in the Settings window. You cannot currently delete a personal or external Phonebook contact.
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.

Warm Transfer. (displaying during a call only) Click this to initiate a warm transfer (a consultation call). See also, Perform a Warm Transfer.

Cold Transfer. (displaying during a call only) Click this to initiate a cold transfer. See also, Perform a Cold Transfer.

Searching Agent Groups

When searching across agent groups in an organisation with a very large number of groups (typically hundreds), up to 200 results are displayed in a scrollable list. Selected agent groups are moved above the list to make selection management easier:

Comms Panel - Phonebook Tab/Panel

Searching Agent Groups

See Also