Using the address book and keypad in Agent Workspace

You 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.

In this page

In this page
1 Using the address book to make, transfer, and consult on calls 1.1 Available VCC agent 1.2 Unavailable VCC agent 1.3 Logged out VCC agent 1.4 Filtering entries 1.5 Searching entries 2 Using the keypad to make, transfer, and consult on calls

Using the address book to make, transfer, and consult on calls

The address book contains a list of entries in your account. These entries can include interaction plans, short codes, Vonage Contact Center (VCC) agents, and other types depending on your account's integrations, such as VBC contacts and Microsoft Teams, users, and auto-attendants. Types are indicated by their icon, for example,

for an interaction plan,

for a short code, or

(agent initials) for a VCC agent in the same account. Up to 50 of each type of entry can be displayed.

Address book

Entries appear in the following order:

Recently contacted. The agent's five most recently contacted outbound entries with most recent at the top.
Interaction plans, in alphabetical order. (Only interaction plans that are configured to appear in agent experiences will appear here. For information, see Display in agent interface in Using Interaction Plans Manager.)
Short codes, in alphabetical order.
Contacts, in alphabetical order.
Other types of contacts — depending on your account's integrations — in alphabetical order.

Along with the entries' names and type icons, the address book indicates entries' availability. Interaction plans and short codes are always available, but other contacts — VCC agents, for example — may be busy on another interaction or away from their desk. Entries' availability updates every 15 seconds.

Available VCC agent

Unavailable VCC agent

Logged out VCC agent

To make a new call, or transfer or consult on an existing call, go to the entry you want in the address book. Because the address book displays only the first 50 entries, to identify the entry, you may need to filter or search the list first.

Filtering entries

Select a type in the list of types — interaction plans, short codes, VBC, and so on depending on your account's integrations — to include only that type of contact in the address book. You can also choose to show up to five entries you have contacted most recently.

Address book filter

Searching entries

If the address book still shows too many entries after including only one type, or if you don't know the type you require, search entries by name. As you type, the list of entries updates. In the example below, typing in 'ben' returns one matching interaction plan and three matching contacts.

Address book search

When you have located the entry you want to make or transfer a call to, or consult with, if the entry is available, hover over their entry. For information about what happens next, see Initiating a call (using a hardphone) in Agent Workspace and Consulting on and transferring interactions in Agent Workspace.

Using the keypad to make, transfer, and consult on calls

Using the keypad, you can enter a number — this may be the phone number of an external contact or VCC agent, or the number of an interaction plan, a short code, or other contact type. When you have entered the number, click Dial, Transfer, or Consult. For information about what happens next, see Initiating a call (using a hardphone) in Agent Workspace and Consulting on and transferring interactions in Agent Workspace.

Keypad