Using the address book

Last Updated : Oct 18, 2022 |

About this task

This procedure describes the tasks you can perform using the Avaya Workspaces address book, such as searching for a contact, viewing an enterprise contact’s profile, or using click to call.

The address book tab separates your Team contacts from your Enterprise Directory (LDAP) contacts. If you connect to Salesforce, the Salesforce tab appears on the address book.

Note:

The address book closes automatically when an incoming interaction arrives.

Before you begin

  • Ensure that your administrator has configured the address book integration with LDAP, if required.

  • Connect to Salesforce using Avaya Workspaces settings, if required.

Procedure

  1. On the Agent toolbar, click the Address Book icon (Address Book).

    The Address Book opens.

  2. To search for a contact on either the Address Book or Salesforce tab, in the Search contacts field, type the search text. You can search for a contact by first name, last name, and display name, home phone number and work phone number, department, city, or email address.
    Important:

    Avaya Workspaces supports the use of apostrophe (') in the username, first name, last name, and the display name of a user.

    The results appear in the results list. The address book can return a maximum of 25 results. If your search returns more than 25 results, Avaya Workspaces prompts you to refine your search.

  3. To view the profile of a contact, click on the contact’s name from the results list.
  4. If you click on a phone number associated with the profile, you can choose to dial the number immediately, add the number to the Enter phone number field, or copy the number to the clipboard.
  5. Click Back to return to the Address Book tab.
  6. To call a contact from an address book, click the Dial icon (Dial) next to the contact in the address book list. Hover over the Dial icon (Dial), Avaya Workspaces displays the number to call.
    Note:

    Avaya Workspaces displays the Dial icon (Dial) if you have voice capabilities, and the contact has an associated phone number.

  7. To collapse or expand the Team or Enterprise Directory headers, click the arrow icon.