Agents can use the address book and keypad in Agent Workspace to make an outbound call, or when transferring an existing call to a new contact or consulting a new contact about an existing call. The address book and keypad are located in the contact and consult/transfer panels and provide two different methods of contacting a new contact.
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Address book
The address book contains a list of entries — interaction plans, short codes, VCC agents, and other contact types depending on your account's integrations.
Keypad
Using the keypad, an agent can enter a phone number for a contact.
For information about using the address book and keypad to make calls, or transfer to or consult a new contact about an existing call, see Using the address book and keypad in Agent Workspace.