Overview

The Contact Directories feature in VirtualPBX | Contact Center enables users to store and manage contact information for enhanced caller identification, smarter routing, and enriched reporting. Multiple directories can be created, each with its own access controls, custom fields, and configuration options.

Table of contents

Manage Contact Directories

Access Contact Directory

To begin managing contact data:

• Go to the Contact Center
• Navigate to Settings
• Click on Contact Directory

This opens the full list of directories, where you can search, edit, or create new ones.

1. Directory Name: is the name of each contact directory.
   • Clicking the name opens the directory and takes you to its contact list so you can add, view, or update contacts.
2. Description gives you a brief explanation of the directory’s purpose—this is for internal reference only.
3. Source shows whether the contacts in the directory are added manually or imported from a CSV file.
4. Entries tells you how many contacts are currently stored in that directory.

5. Actions – These are the quick tools you can use to manage each directory.

• Edit – Make changes to the directory’s name, access settings, or screen pop setup
• Import – This will appear only if the directory was created using the CSV source type. Use it to upload or update contact lists in bulk
• Delete – Permanently remove the directory and its contacts

1. Search Bar allows you to quickly find a directory by typing in its name.
2. Add Contact Directory is the button you’ll use when you want to create a brand new contact directory.

Add Contact Directory

You will be taken to the Add Contact Directory window, where you can configure the directory using the following sections:

Details

Set up the directory’s general settings and permissions.

• Name – Enter a name for the directory
• Description – Optional internal reference
• Source Type
  • Manual
    • Global access to all users – Grants directory access to everyone
    • Allow users to add, edit & remove contacts – Enabled only if global access is turned on
    • Provide directory to phones – Makes the directory visible in phone clients
  • CSV
    • Global access to all users – Grants directory access to everyone
    • Provide directory to phones – Makes the directory available to phone clients

Fields

Customize the structure of the contact form by selecting available fields.

• Primary Fields
  • Title
  • Full Name
  • Company Name
  • Job Title
  • Email Address
  • CRM ID
  • Avatar

• Telephone Fields (Field labels can be renamed)
  • Telephone 1
  • Telephone 2
  • Telephone 3
  • Telephone 4

• Additional Fields (Contact Tag Fields)
  • Field 1 through Field 10
  • Each field can be customized with a label to prompt the agent when filling out contact details