Zoom Contact Center admins, supervisors, and agents can access address books and edit contacts from the Zoom desktop client. 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 client 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.

Note: Admins can manage address book units or contacts using the Zoom web portal.

This article covers:

• How to view and search for address books 
• How to view and search for address book contacts

Prerequisites for viewing address books and contacts (desktop client)

• Zoom desktop client for Windows or macOS, 5.12.3 or higher
• Pro, Business, or Education account
• Zoom Contact Center license
• Address book tab privilege is required for viewing contacts
• Add or edit contacts in Address Book privilege is required for adding or editing contacts

How to view and search for address books 

1. Sign in to the Zoom desktop client.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click Address book.
4. In the search field, enter keywords. You can search by the address book name, contact name, or contact number.
5. Select the Address Book filter to only search address book names.
6. Click an address book to view all assigned contacts.
7. (Optional) Click the gear icon then select additional attributes to display for contacts.
8. Click the phone icon to start a voice engagement, or 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

1. Sign in to the Zoom desktop client.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click Address book.
4. In the search field, enter keywords. You can search by the address book name, contact name, or contact number.
5. Select the Contacts filter to only search contacts.
6. Click a contact to view their information.
7. 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.