Setting up an address book variable

Address book variables are deprecated. Existing address book variables remain visible but can no longer be edited. To set up a new variable with equivalent functionality, use address book custom fields instead.

Contact center admins can set up address book variables, then link the attribute to address books so that all members of that address book have that attribute displayed in their address book details. You can also use these variables as consumer routing profile attributes to prioritize consumer with certain variable values.

Requirements for setting up an address book variable

• Account owner or admin privilege
• Pro, Business, or Education account
• Zoom Contact Center license
• One or more custom variable groups created
• One of more address book created
• Consumer routing profile created

How to create an address book variable

This section describes legacy address book variables which can no longer be created. To create a new variable with equivalent functionality, follow the address book custom fields guide instead.

1. Sign in to the Zoom web portal as an admin with the privilege to edit preference settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX management .
4. Click Contact Center.
5. Click Preferences then Variables tab.
6. In the left-side panel under Custom Variable Groups, select the custom variable group to create the custom variable in.
7. Click Add Variable.
8. Change the variable's settings. Make sure to set the following settings:
   • Variable Type: Select Address Book Variable. Click Add Address Book then select the address book. The custom address book variable will appear as a field for contacts in the specified address book.
   • Conditions: Select Values used as routing profile parameters
   • Data Type: Select String or Boolean.
   • Value: Click Add Value, specify the value to add, then click Add. Repeat this to add more values.
     Note: Select Used as default to set the variable as the default value.
9. Click Add.

How to specify the value of an address book variable for a contact

After creating an address book variable, you will see this variable as a field in the specified the address book. You can then specify the value of this variable for a contact.

1. Sign in to the Zoom web portal as an admin with the privilege to edit preference settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX management .
4. Click Contact Center.
5. Click Address Books.
6. In the left-side panel, select a previously-created address book collection then address book.
7. Click the display name of the address book then Edit.
8. Scroll down to end of the contact fields to find the new field added from the custom address book variable. The field's name will match the variable name. For example, if you created a VIP custom address book variable, the new field will also be VIP.
9. Follow of these options depending on if the variable's data type was set to String or Boolean:
   • String variable: Click the drop-down menu, then select the value.
   • Boolean variable: Select the check box to specify Yes, or unselect it to specify No.

How to add an address book variable as a consumer routing attribute

You can add an address book variable as a consumer routing attribute so that you can prioritize consumers with a specific address book variable.

1. Sign in to the Zoom web portal as an admin with the privilege to edit preference settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX management .
4. Click Contact Center.
5. Click Routing profile then Consumer tab.
6. Click the display name of the routing profile you want to edit.
7. Under Top Priority or Accumulated Priority, click Add Priority.
8. Click the Attribute drop-down menu and select Address book contacts.
9. Click the Parameters drop-down menus and select address book that contain the custom address book variable.
   Note: You can only select address book you added to the custom address book variable. See step 6 of the previous section for more details.
10. Click Save.

Example: VIP variable with 4 values

Note: This section shows an example configuration and is not meant to be a complete configuration guide.

A VIP attribute contains String values of Gold, Silver, or Bronze (default) so that you can prioritize high-value customers. The custom address book variable has these settings in addition to the settings required for address book variables.

• Variable Name: VIP
• Data Type: String
• Value: Gold, Silver, Bronze (default value)

After setting up the VIP variable, you can mark important contacts/customers in an address book as Gold, Silver, or Bronze, with Gold being the most important. In turn, you can use a consumer routing attribute to prioritize consumers who are marked as Gold.