Managing address book collection
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.
Admins can create address book collection to organize several address books. For example, you can create a collection for the US which contains all address books in the US.
Zoom Contact Center admins, supervisors, and agents can view address books and contacts using the Zoom desktop app.
Requirements for managing address book collection
- Account owner or admin privilege
- Pro, Business, or Education account
- Zoom Contact Center license
How to create an address book collection
- Sign in to the Zoom web portal as an admin with the privilege to edit address books settings.
- In the navigation menu, click Contact Center Management then Address Books.
- In the left-side panel, click Create address book collection.
- Specify the following information:
- Address book collection name: Enter an internal display name for the address book collection. The address book collection name is not visible to agents.
- Description (Optional): Enter a description for the address book collection.
- Click Create.
- Follow the instructions to create an address book in the address book collection.
How to delete an address book collection
- Sign in to the Zoom web portal as an admin with the privilege to edit address books settings.
- In the navigation menu, click Contact Center Management then Address Books.
- In the left-side panel, hover over a previously-created address book collection.
- Click the ellipses icon (...) and click one of these options:
- Edit: Change the address book collection’s display name and description.
- Delete: Delete the address book collection. All information (address books or contacts) in the address book collection will also be deleted.