Contact lists

A contact list is a collection of contact points that agents can use to start calls to end-users.

Here are the three types of contact lists:

• Global contact list: the default contact list for your contact center. Every contact center has one global contact list and it can't be renamed or deleted. As a Contact Center AI Platform (CCAI Platform) administrator, you can create, edit, and remove contacts from the global contact list. You can make the global contact list available to any queue. You can also make the global contact list available to all agents, regardless of which queue they are assigned to. For more information, see Give agents access to the global contact list .

• Custom contact list: a contact list that you can create, edit, and delete. You can assign a custom contact list to a queue or a team. This gives the agents that are assigned to the queue or team quick access to the contacts in the list. You can create as many custom contact lists as you need. For more information, see Manage contact lists .

• Personal contact list: a contact list that an agent creates and which is available only to that agent. Agents can create personal contact lists only if you enable the capability . For more information, see Create a personal contact list .

Set permissions

This section explains how to set permissions for contact lists.

Give agents access to the global contact list

You can give agents access to the global contact list so they can view global contacts in the agent adapter.

To give agents access to the global contact list, follow these steps:

1. In the CCAI Platform portal, click Settings > Call. If you don't see the Settingsmenu, click menu Menu , and then click Settings > Call.

2. Go to the Contact Listspane, and then select the Access to the global contact listcheckbox.

3. Click Save Contact List.

Enable agents to create a personal contact list

You can give agents the ability to create their own personal contact list in the agent adapter.

To enable agents to create a personal contact list, follow these steps:

1. In the CCAI Platform portal, click Settings > Call. If you don't see the Settingsmenu, click menu Menu , and then click Settings > Call.

2. Go to the Contact Listspane, and then click the Personal Contact Listtoggle to the on position.

3. Click Save Contact List.

Create a custom role with contact list permissions

CCAI Platform roles have certain permissions by default. The following roles contact list permissions by default:

• Admin: has permissions to create and edit custom contact lists and edit global contact lists.

• Agent: has permissions to view the global contact list in the agent adapter (if the administrator gives access to the global contact list). For more information, see Give agents access to the global contact list .

You can create a custom role with contact list permissions. To do so, create a custom role as described in CCAI Platform portal configuration while meeting these requirements:

• On the Add Rolepage, select the Viewand Editcheckboxes for the Settings | Callpermission. This grants the ability to create and edit custom contact lists and edit global contact lists.

• On the Add Rolepage, select the Editcheckbox for the Function | Agentpermission. This grants the ability to view the global contact list in the agent adapter (if the administrator has given access to the global contact list). For more information, see Give agents access to the global contact list .

Manage contact lists

This section explains how to manage contact lists.

Create a custom contact list

To create a custom contact list, follow these steps:

1. In the CCAI Platform portal, click Settings > Call. If you don't see the Settingsmenu, click menu Menu , and then click Settings > Call.

2. Go to the Contact Listspane, and then click Contact list management.

3. Click Create contact list.

4. In the Contact list namefield, enter a name, and then click Create. Your new custom contact list appears in the Contact list namecolumn.

After you a custom contact list, you can assign it to a queue or team. For more information, see Assign contact lists to queues and teams .

Add a destination to a contact list

Destinations are the contact points used for making calls to end-users. Here are the two types of destination points:

• SIP URI address: an address used in VoIP (Voice over Internet Protocol) communications. When you use a SIP URI address as a destination, you can configure data parameters to be passed when an agent makes an outbound call or transfers a call using the contact list. For information about configuring data parameters, see Add a SIP URI address destination to a contact list .

• Phone number: a phone number on the public switched telephone network (PSTN).

Add a SIP URI address destination to a contact list

To add a SIP URI address destination to the global contact list or a custom contact list, follow these steps:

1. In the CCAI Platform portal, click Settings > Call. If you don't see the Settingsmenu, click menu Menu , and then click Settings > Call.

2. Go to the Contact Listspane, and then click Contact list management.

3. Under Contact list name, click the contact list that you want to edit. This can be the global contact list or any custom contact list that you have created. For more information, see Create a custom contact list .

4. Click Add Destination. The Add Destinationdialog appears.

5. In the Destination Namefield, enter a name. Destination names must be unique within your CCAI Platform instance and are case sensitive.

6. In the SIP Destination URIfield, enter a SIP URI address. This typically follows one of these formats: sip:username@domain.com or sip:username@ip_address .

7. Optional: Select the Use SIP REFER when availablecheckbox.

8. Optional: To add data parameters to pass, click the Pass Data Parametertoggle to the on position.

9. Click Add Parameter. The Add Parameterdialog appears.

10. Do one of the following:

    • To create a fixed parameter, do the following:

      1. In the Typefield, click Fixed.

      2. In the Destination Fieldfield, enter the name of the data parameter to be passed to the target SIP address.

      3. In the Destination Valuefield, enter the value to be passed to the target SIP address. A preview of your data parameter appears in the Previewfield.

      4. Click Add Parameter.

    • To create a dynamic parameter, do the following:

      1. In the Typefield, click Dynamic.

      2. In the Sourcefield, select the source type for your data parameter: either SIP Headeror Session Metadata.

      3. In the Incoming Fieldfield, do one of the following:

         • If you selected SIP Headerin the previous step, enter the field name for the incoming SIP header.

         • If you selected Session Metadatain the previous step, select the type of session metadata that you want.

      4. In the Destination Fieldfield, enter the name of the data parameter to be passed to the target SIP address. A preview of your data parameter appears in the Previewfield.

      5. Click Add Parameter.

11. For Data Records, select one or both checkboxes, depending on how you want the data parameter information to be recorded.

12. Optional: Under CRM record, select the Create CRM records for outbound calls to this contactcheckbox.

13. Click Add Destination. Your destination appears in the Destinationlist.

14. Click Save Changes.

Add a phone number destination to a contact list

To add a phone number destination to the global contact list or a custom contact list, follow these steps:

1. In the CCAI Platform portal, click Settings > Call. If you don't see the Settingsmenu, click menu Menu , and then click Settings > Call.

2. Go to the Contact Listspane, and then click Contact list management.

3. Under Contact list name, click the contact list that you want to edit. This can be the global contact list or any custom contact list that you have created. For more information, see Create a custom contact list .

4. Click Add Destination. The Add Destinationdialog appears.

5. In the Destination Namefield, enter a name. Destination names must be unique within your CCAI Platform instance and are case sensitive.

6. Click Phone number, and then enter a phone number in the Destination Phone Numberfield.

7. Optional: Under CRM record, select the Create CRM records for outbound calls to this contactcheckbox.

8. Click Add Destination. Your destination appears in the Destinationlist.

9. Click Save Changes.

Edit or delete a destination in a contact list

To edit or delete a destination in the global contact list or a custom contact list, follow these steps:

1. In the CCAI Platform portal, click Settings > Call. If you don't see the Settingsmenu, click menu Menu , and then click Settings > Call.

2. Go to the Contact Listspane, and then click Contact list management.

3. Under Contact list name, click the contact list that you want edit. This can be the global contact list or any custom contact list that you have created. For more information, see Create a custom contact list .

4. Do one of the following:

   • To edit a destination, do the following:

     1. Next to the destination that you want to edit, click more_horiz More, and then click Edit destination.

     2. Under Edit Destination, make the edits that you want, and then click Save. A confirmation dialog appears.

     3. To continue, click Save.

   • To delete a destination, do the following:

     1. Next to the destination that you want to delete, click more_horiz More, and then click Delete destination. A confirmation dialog appears.

     2. To continue, click Delete.

Bulk import destinations to a contact list

1. In the CCAI Platform portal, click Settings > Call. If you don't see the Settingsmenu, click menu Menu , and then click Settings > Call.

2. Go to the Contact Listspane, and then click Contact list management.

3. Under Contact list name, click the contact list that you want edit. This can be the global contact list or any custom contact list that you have created. For more information, see Create a custom contact list .

4. Click Import Destinations. The Import Destinationpage appears.

5. Follow the instructions on the page, and then click Process.

Assign contact lists to queues and teams

You can assign custom contact lists to specific queues and teams. You can also give specific queues and teams access to the global contact list. These actions let you provide the right set of contacts to each of your queues and teams.

Assign contact lists to a queue

To assign contact lists to a queue, follow these steps:

1. In the CCAI Platform portal, click Settings > Queue. If you don't see the Settingsmenu, click menu Menu , and then click Settings > Queue.

2. In the IVR (Interactive Voice Response)pane, click Edit / View.

3. Click the queue that you want to edit.

4. In the Settings for My queuepane, next to Contact List, click Configure.

5. Under Contact List, select the custom contact list that you want to assign to your queue. For more information, see Create a custom contact list .

6. To make the global contact list available to your queue, click the Access to the global contact listtoggle to the on position.

7. Click Save.

Assign a custom contact list to a team

To assign contact lists to a team, follow these steps:

1. In the CCAI Platform portal, click Settings > Users and Teams. If you don't see the Settingsmenu, click menu Menu , and then click Settings > Users and Teams.

2. Under Teams, next to the team that you want to edit, click edit Edit. The Edit Teamdialog appears. For more information, see Create users and teams .

3. Under Contact List, select the custom contact list that you want to assign to your team. For more information, see Create a custom contact list .

4. Click Save