Administrators only
You can set up your organisation's Phonebook with categories (or tabs) of your choice and make each tab available to storm user groups (typically departments in your organisation) of your choice.
Note: the Phonebook tab/panel is not available to you if you are seeing the Comms Panel - Contacts Tab.
Bulk Import External Phonebook Contacts
Phonebook Tab Configuration Examples
To create a Phonebook tab, do the following:
Option |
Effect |
Users |
Limits the selectable choices presented in the controls of this configuration page to those related to storm users. Note: this option does not mean that this type of contact will display on the tab. |
External Contacts |
Limits the selectable choices presented in the controls of this configuration page to those related to external contacts. Note: this option does not mean that this type of contact will display on the tab. |
Treatments |
Limits the selectable choices presented in the controls of this configuration page to those related to storm treatments. Note: this option does not mean that this type of contact will display on the tab. |
For Favourites |
Select this if you are setting up a favourites tab for your users. For each user, this tab will display each contact that the user has marked as a favourite. |
Select one of the following field types and then choosed the desired values for that field. Filters determine which contacts and other items will appear in the Phonebook.
Field Type |
Effect |
Agent Group |
(Applies to users) Select this option and then select the check boxes against the agent groups to display on the tab. |
Contact Type |
(Applies to users, treatments, internal contacts, and external contacts) Select this option and then choose the type of contact to display on the tab. A typical configuration is to choose a single contact type (say 'users' if you want to display storm users only), or to choose all options if you want to display every type of contact. |
Treatment Type |
(Applies to treatments) Select this option and then select the check boxes against the types of treatments to display on the tab. |
User Group |
(Applies to users) Select this option and then select the check boxes against the storm user groups to display on the tab. |
<custom fields> |
(Applies to users and external contacts) Select the custom field and then select the field's values to display on the tab. You can create custom Phonebook fields as described in Add Custom Phonebook Fields, later in this topic. |
To remove a filter, click its Delete Filter button.
Note: you must add at least one filter.
When you have selected your searchable fields, you can change their presentation order in the drop-down list of searchable fields. Click a field's or
button to move it up or down the list by one field position. Alternatively, click and hold a field's
handle, then drag it up or down the list to the position indicated by the horizontal blue line.
Note: you must include at least one searchable field.
Note: you must include at least one displayable field.
When you have selected your displayable fields, you can change their presentation order on the Phonebook tab. Click a field's or
button to move it up or down the list by one field position. Alternatively, click and hold a field's
handle, then drag it up or down the list to the position indicated by the horizontal blue line.
See also, Phonebook Tab Configuration Examples at the end of this topic.
A custom Phonebook field is a data type that extends beyond the standard data available to your users. You can create custom Phonebook fields for users, treatments, and external contacts. DTA users can populate custom fields for external and personal contacts themselves for display in their Phonebook as described in Create Personal and External Contacts.
Note: custom fields for users and treatments cannot be populated by DTA users — instead, they must be populated by you or another administrator in storm UC and CONTACT.
For example, you could create a custom Phonebook field named 'Multilingual?' exclusively for external contacts to store a 'Yes' or 'No' value. A DTA user can then include this field in their directory of external contacts and populate it with 'Yes' or 'No' for each contact. For users to see the custom field against their contacts, you must include it as a displayable field when creating a Phonebook tab.
To add a custom Phonebook field, do the following:
Bulk Import External Phonebook Contacts
This section tells you how to import lots external contacts to your organisation's Phonebook in a single operation. You can add up to 4000 contacts in this way.
Do the following:
The fields are allowed to appear in any order in the file. The standard field names must be spelled exactly as shown in the table. Custom field names must be spelled exactly as they exist on the system (see Add Custom Phonebook Fields above).
Note: field names are currently supported in the English language only.
Supported field |
Optional or mandatory? |
Supported data |
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External Contact ID |
Mandatory |
Leave blank for a new contact. |
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Contact Type |
Mandatory |
This must be '2'. |
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First Name |
Mandatory |
A string of alphanumeric characters. |
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Last Name |
Optional |
A string of alphanumeric characters. |
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Notes |
Optional |
A string of alphanumeric characters. |
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Personal Email Address |
Optional |
A string of alphanumeric characters. |
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Alternative Phone Number |
Optional |
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Home Phone Number |
Optional |
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Mobile Phone Number |
Optional |
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Work Phone Number |
Optional |
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<custom fields> |
Optional |
This depends on the fields' data types:
|
Note: blank data for a field will result in the field being unpopulated on import.
The simple illustration below shows the contents of a CSV file for importing five new external contacts.
External Contact ID,Contact Type,First Name,Last Name,Mobile Phone Number |
Here, the External Contact ID field is blank for each of the new contacts; the third contact does not have a last name, meaning that nothing will be written to their Last Name field.
Note: if there are lots of external contacts in your Phonebook, and you want to make changes to many of them or import many more, it is recommended that you first export the external contacts as described in Export External Phonebook Contacts, and then edit the exported file accordingly. When editing the file, the 'External Contact ID' field for each new contact must be left blank. You can then import the file as described above.
You perform all of following tasks in the Phonebook Management section of the Settings Window.
Task |
Procedure |
Edit a Phonebook tab |
This allows you to change any of the settings that were configured when the tab was created such as the type of contact to which the tab applies, the fields that should be displayed to users and are searchable by them, and the user groups to whom the tab is shown. Select Phonebook Management and then Select Tab Configuration. In the list of Phonebook tabs, click the |
Delete a Phonebook tab |
Deleting a Phonebook tab removes it completely so that it is no longer available to users and administrators. Select Phonebook Management and then Select Tab Configuration. In the list of Phonebook tabs, click the |
Change the order of Phonebook tabs |
This allows you to to change the ordering of Phonebook tabs as seen in the Comms Panel - Phonebook Tab/Panel. Select Phonebook Management and then Select Tab Order. In the list of Phonebook tabs that is displayed, the list position of a tab indicates its left-to-right order in the Comms Panel - Phonebook Tab/Panel. Use a tab's |
Edit a custom field |
This allows you to change any of the settings that were configured when the custom field was created such as the field's name, its data type and applicability. Select Phonebook Management and then Select Custom Fields. In the list of custom fields, click the |
Delete a custom field |
Deleting a custom field removes it completely including all associated data that users have set against the field. The field will no longer be visible to users and administrators when they next log in to DTA and will no longer be available for selection on the Tab Configuration page when creating and editing a Phonebook tab. Select Phonebook Management and then Select Custom Fields. In the list of custom fields, click the |
Phonebook Tab Configuration Examples
The following table illustrates Phonebook tab configurations for some popular use cases. Detailed instructions are available in Create Phonebook Tabs earlier in this topic.
Tab |
Purpose |
'Applies To' Section |
'Filters' Section |
All |
To display all contacts |
Select 'Users', 'Treatments', and 'External Contacts' |
Do not apply the Contact Type filter. Optionally apply any other available filters. |
Users |
To display storm users only |
Select 'Users' |
Contact Type = 'Users' and, optionally, any other available filters (for example, 'User Group'). |
External Contacts |
To display external contacts only |
Select 'External Contacts' |
Contact Type = 'External Contacts' and, optionally, any other available filters. |
Personal Contacts |
To display a user's external contacts only |
Select 'External Contacts' |
Contact Type = 'Personal Contacts' and, optionally, any other available filters. |
Queues |
To display queues only |
Select 'Treatments' |
Contact Type = 'Treatments' Treatment Type = 'Queue' |
Favourites |
To display a user's favourite contacts only |
Select 'Favourites' plus any of the other options depending on the type of favourite contact that you want to display on the tab. |
For Contact Type, select the type of contact to display on the tab and, optionally, any other available filters. |
In the 'Searchable Fields', 'Displayable Fields', and 'Assign User Groups' sections (not shown in the table above), select any available item as required.