You can use the address book to place a manual outbound call or transfer a contact to another agent or skill. The contacts in the address book include recent contacts, skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge, teams, and other agents in your organization. You can use the search tool to quickly locate a contact; it displays results as you type. If your organization integrates with Skype for Business, the MAX address book displays Skype for Business presence information and utilizes click-to-call in the contact center, the back office, and other areas of the enterprise.
Related Tasks
- Use the Address Book
- Transfer a Chat
- Transfer an Email
- Transfer a Call
- Conference a Call
- Transfer a Voicemail
- Transfer a Work Item
