Managing address books and contacts

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. You can also create address book collection to organize your address books. Zoom Contact Center admins, supervisors, and agents can view address books and contacts using the Zoom desktop app.

Requirements for managing address books and contacts

• Account owner or admin privilege
• Pro, Business, or Education account
• Zoom Contact Center license

How to view and search address books and contacts

1. Sign in to the Zoom web portal as an admin with the privilege to edit address books settings.
2. In the navigation menu, click Contact Center Management then Address Books.
3. In the search field, enter keywords. You can search by the address book name, contact name, or contact number.

How to create an address book

Within each address book collection, admins can create address books that contain contacts.

1. Sign in to the Zoom web portal as an admin with the privilege to edit address books settings.
2. In the navigation menu, click Contact Center Management then Address Books.
3. In the left-side panel, select a previously-created address book collection.
4. Click Create Address Book.
5. Specify the following information:
   • Address book name: Enter a display name for the address book. The display name is visible to agents.
   • Description (Optional): Enter a description for the address book.
6. Click Create.
7. Follow the next sections to add a contact to the address book.

How to add a single contact to an address book

1. Sign in to the Zoom web portal as an admin with the privilege to edit address books settings.
2. In the navigation menu, click Contact Center Management then Address Books.
3. In the left-side panel, select a previously-created address book collection then address book.
4. Click Add Contact.
5. Fill in the address book fields.
6. Click Add.

How to bulk import contacts to an address book

You can import up to 15,000 address book contacts at a time by uploading a CSV file. The maximum CSV file size is 2MB. If the CSV file fails to import, there are improved error messages to explain why the import failed.

1. Sign in to the Zoom web portal as an admin with the privilege to edit address books settings.
2. In the navigation menu, click Contact Center Management then Address Books.
3. In the left-side panel, select a previously-created address book collection then address book.
4. Click Import.
5. Click Download CSV Sample in the web portal to download a sample CSV file and view the fields.
6. Fill out the CSV sample using spreadsheet software like Microsoft Excel.
7. Click Upload CSV and select your completed CSV file to start the bulk import process.
   Note: If there's an error in one or more fields, the process will not complete. You will an error message explaining why the import failed.
8. Click Close if the batch process is successful.

How to bulk export an address book

You can bulk export all contacts in an address book for backup. There isn't a limit on how many contacts can be exported.

1. Sign in to the Zoom web portal as an admin with the privilege to edit address books settings.
2. In the navigation menu, click Contact Center Management then Address Books.
3. In the left-side panel, select a previously-created address book collection then address book.
4. Click Export All, then click Export to confirm.

How to edit or delete address book collection and address books

1. Sign in to the Zoom web portal as an admin with the privilege to edit address books settings.
2. In the navigation menu, click Contact Center Management then Address Books.
3. In the left-side panel, hover over a previously-created address book collection or address book.
4. Click the ellipses icon and click one of these options:
   • Edit / Edit Address Book: Change the address book collection's or address book’s display name and description.
   • Delete / Delete Address Book: Delete the address book collection or address book. All information (address books or contacts) in the address book collection or address book will also be deleted.

How to edit or delete an address book contact

1. Sign in to the Zoom web portal as an admin with the privilege to edit address books settings.
2. In the navigation menu, click Contact Center Management then Address Books.
3. In the left-side panel, select a previously-created address book collection then address book.
4. Click the ellipses icon and click one of these options:
   • Edit: Change the address book collection's or address book’s display name and description.
   • Delete: Delete the contact.

How to delete several address book contacts

1. Sign in to the Zoom web portal as an admin with the privilege to edit address books settings.
2. In the navigation menu, click Contact Center Management then Address Books.
3. In the left-side panel, select a previously-created address book collection then address book.
4. Select the check boxes to choose contacts to delete.
5. At the top of the table, click Delete.

How to move contact to another address book

1. Sign in to the Zoom web portal as an admin with the privilege to edit address books settings.
2. In the navigation menu, click Contact Center Management then Address Books.
3. In the left-side panel, select a previously-created address book collection then address book.
4. Select the check boxes to choose contacts to move.
5. At the top of the table, click Move.
6. Select the address book to move to, then click Move.