Viewing and editing Zoom Contact Center address book contacts (desktop app)
Zoom Contact Center admins, supervisors, and agents can access address books and edit contacts from the Zoom desktop app. They can also initiate outbound engagements from address book contacts, and view contact attributes.
An address book is a collection of consumer information like display names, phone numbers, and locations. During an active engagement, the Zoom desktop app will display information from the address book if that customer is a contact in the address book. If the consumer is not in the address book, agents can add a new contact and choose which address book the contact belongs to.
Requirements for viewing address books and contacts (desktop app)
How to view and search for address books
- Sign in to the Zoom desktop app.
- Click the Contact Center tab.
- In the navigation menu, click Address book.
- In the search field, enter keywords. You can search by the address book name, contact name, or contact number.
- Select the Address Books filter to only search address book names.
- Click an address book to view all assigned contacts.
- (Optional) Click the gear icon then select additional attributes to display for contacts.
- Click the phone icon to start a voice engagement or the SMS icon to start an SMS engagement.
If the contact has several numbers, a drop-down menu will appear, and you can select which number to call or text.
How to view and search for address book contacts
- Sign in to the Zoom desktop app.
- Click the Contact Center tab.
- In the navigation menu, click Address book.
- In the search field, enter keywords. You can search by the address book name, contact name, or contact number.
- Select the Contacts filter to only search contacts.
- Click a contact to view their information.
- Click Call to start a voice engagement, or SMS to start an SMS engagement.
If the contact has several numbers, a drop-down menu will appear and you can select which number to call or text.
Note: Admins can manage address book units or contacts using the Zoom web portal.