Home
Directories
Directories provide detailed contact information, for example on contact center users, queues, or customers and business alike.
Create Directory entry from customer details
If there isn't a directory match for a phone number or an email address of a conversation, you can create a directory entry either during the conversation handling or after you've handled the conversation.

Directories
Directories provide detailed contact information, for example on contact center users, queues, or customers and business alike.
- Directory details and conversations
- Quick view
- Create, edit, and delete Directory entries
  The information you can edit depends on rights for the directory item: you can only fully edit the items you have created in Communication Panel.
- Create Directory entry from customer details
  If there isn't a directory match for a phone number or an email address of a conversation, you can create a directory entry either during the conversation handling or after you've handled the conversation.
- Save personal preferences
  You can save your personal preferred Home, Directory, Picklist, and History view definitions with the My preferences feature.

Create Directory entry from customer details

If there isn't a directory match for a phone number or an email address of a conversation, you can create a directory entry either during the conversation handling or after you've handled the conversation.

You need the following rights to the directory group where you want to create and edit directory entries: view, modify, create, and manage members.

To add a customer to the directory, click (Customer Details) in the extension area.
The details view opens and the number/email address is prefilled.
Enter the mandatory first and last names and then either select an alternative directory (if available) or continue with Add to Directory.

The basic directory entry is created and saved. Based on the directory, and additional directory fields may be given.
Enter any further information and save the entry.
To close the entry without adding any further information, click Cancel.