Creating phone book entries works the same way at both the queue and campaign level. To create a phone book entry for either 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.
Select the Phone Book tab from your queue or campaign’s configuration panel.
Click the Add Phonebook Entry button at far right to open the Configure Phone Book Entry window.
Enter a Name for your 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 exit the window.
Click the Save button at bottom right to save your changes.
Phone book entry settings
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 email@example.com, you’ll enter SIP:firstname.lastname@example.org).
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.
Once you add these entries to a specific queue or campaign, they’ll immediately become available for agents to use via the Transfers icon that appears during a live call in the agent UI.