Introduction
Contacts represent the individuals within one of your Clients. Each Contact MUST be associated with a specific Client.
Contacts can be managed under Main Menu > Organization > Contacts
The following table describes all of the fields that belong to a Contact.
General
| Client
|
The Client that this contact is associated with
|
| First / Last Name
|
The Contact's name
|
| Title
|
The Contact's title, e.g. President
|
| Override Company Greeting
|
You can override the greeting that is displayed when this contact is active. This should be combined with assigning this Contact to a Client's screen pop
|
| Alert/Status
|
These fields are displayed prominently in the Console. Typically Alert indicates something to pay attention to (it is shown in red) e.g. OUT ALL WEEK. Status is shown in blue and is typically used for more long term statuses such as "Works from home"
|
| Emergency Instructions
|
Information only.
|
| Location
|
Information only.
|
| Time Zone
|
The time zone where this Contact is located (used for translating times when sending out email etc.)
|
| Fax
|
Information only.
|
| Long Distance Code
|
This field is used within dialing rules as [LDCODE]. It isn't very common anymore, but is still here for legacy clients.
|
| Categories
|
Categories assigned to this Contact
|
| Sort Position in Console
|
You can override the default sorting of Contacts in the console. Lower values here put the Contact higher up in the list (closer to the top)
|
| Door Code
|
Information only.
|
| External Account ID
|
Information only. Can be used as a reference ID for a third party system
|
| Birthday
|
This contact's birthday (information only)
|
| Hide in Console
|
When checked, this contact will not show up in the Console
|
| Department/Responsibility/Relationship
|
Information only
|
| Keywords
|
A list of words/phrases associated with this Contact. These can be searched in the console and are typically used for things such as products/departments/common questions that a caller might ask so that the operator can just type in "sales"
|
Address
Phones
| Phone Numbers
|
The list of phone numbers associated with this Contact that you will want to transfer to. The numbers must be entered in the way you would dial them, so for example, if you need to dial a 9, a 9 should be in front, e.g. 915556667777
|
Email
| Email
|
The list of email addresses that this Contact can be reached on. Check the notify box to include that email address in notifications that go out. You can override how the email address is included in the email, e.g. as a "CC" or "BCC"
|
Information
| Information
|
Free form HTML field that can store extra information about this Contact
|
| Call Instructions
|
Same as with Client, shown prominently in the Console
|
| More Info
|
Even more information about this Contact
|
| Links
|
A list of hyperlinks to show on this Contact's screen in the console.
|
| Custom Fields
|
Extra fields that can be associated with this Contact that don't really fit anywhere else. These are accessible via the API and are commonly used for reference IDs etc.
|
| Linked Clients
|
This field is no longer used
|
Login
| Login
|
You can create a login for this Contact to access the client portal. Explained in more detail under Security
|
