Engage Voice | Creating global phone book entries

Last updated on June 30, 2021

Making global phone book entries available to queues and campaigns

To create a global phone book entry that can be made available across all queues and campaigns in your account, take the following steps:

Navigate to Agent Tools > Phone Book via the left-hand navigation bar.
Click the Add Phonebook Entry button at far right to open the Configure Phone Book Entry window.
Enter a Name for your phone book entry.
Select from the Country dropdown menu.
Enter a Destination for your phone book entry.
Enter any Notes you wish to accompany this entry.
Click Ok to save your changes and exit the window.

Let’s review each of the settings discussed above.

Name: The name of the phone book entry that agents will see in their dropdown menu.
Destination: The DID or SIP destination the call should be transferred to.

You can either enter a standard, ten-digit phone number here, or you can enter a SIP destination to which you would like to transfer the call. If transferring to a SIP destination, be sure to include the prefix. SIP: before the SIP destination. (So if the destination is 23@localregistrar.com, you’ll enter SIP:23@localregistrar.com).
Notes: Add any notes here. Please note that these notes will not be visible to agents; they are only visible in the admin UI view.

Now you have one or more global phone book entries that can be shared across as many queues or campaigns as you like. Just remember — global phone book entries don’t automatically get shared to all queues and campaigns by default. You’ll have to enable the global phone book for each queue and campaign you want it to appear on. We’ll discuss that next.

Making global phone book entries available to queues and campaigns

If you’d like to make your global phone book available to a queue or campaign, follow the steps below.

Navigate to Dialing > Campaigns or Routing > Queues via the left nav bar.
Select a campaign or queue.
In the campaign or queue’s General page, scroll down to the Agent Settings section.
Check the box labeled Enable Global Phone Book.
Save your changes via the Save button at bottom right.

And that’s it! Your global phone book will now be visible to all agents dialing on any queues or campaigns in which you enabled this setting.

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Engage Voice | Creating global phone book entries

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Making global phone book entries available to queues and campaigns