The Contacts section in the Contact Center interface offers real-time presence information and direct communication options for all internal users. This area is designed to simplify collaboration and user availability tracking across teams.

Table of Content

Accessing the Contacts Section

• Navigate to the main menu and select Contacts.
• This section displays a full list of users along with tools to communicate or check their status.

1. Monitoring User Status

• From the Contacts list, you can:
  • Instantly view a user's status to determine availability.
  • Identify whether someone is free to talk, on a call, or in wrap-up mode.
  • This supports quicker decision-making for call transfers and team collaboration.

2. Viewing Presence Information

• Presence indicators show the real-time status of users, such as:
  • 🟢 Available
  • 🟡 Unavailable / In Wrap
  • 🔴 On a Call / Busy
• Users can optionally display custom presence messages (e.g., “In a meeting,” “Working remotely”) for additional context.

3. Contact Menu Bar