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8. Directories Previous topic Parent topic Child topic Next topic

Directories organize your contacts.

myAgent provides the following directories, which support the following functions:
Symbol Directory Make Call Search by name Change presence status Send Instant Message
ContactSource_Internal_Default.svg.png
Internal Directory
Contains:
  • Users, specifically internal subscribers and MULAP groups for which the display is activated in the system with their Presence status (only system telephones). When a subscriber is absent, you can see the scheduled time of return in the Return Time column, provided that subscriber has allowed his or her Presence status to be visible to you. Any info text that may have been entered by the subscriber are also displayed.
  • Virtual Users, marked with the icon virtual.svg.
  • Groups, marked with the icon group.svg.
  • UCD Groups, which mean groups of subscribers that can be reached at a single phone number. They are marked with the icon group_ucd.svg.
By default, the Internal Directory shows only Users. You can filter the Internal Directory to show Users, Virtual Users, Groups or UCD groups by activating the corresponding checkbox.
By activating the Display only agents check box, the Internal Directory shows only subscribers that are agents.
 X X X X
dir_external.png
External directory:
Contains contacts from a corporate directory and must be configured by an agent with the Supervisor or Administrator authorization level in the WBM.
X X – –
dir_ext_offline.png
External Offline Directory (LDAP):
Contains contacts from an offline corporate directory and must be configured by an agent with the Supervisor or Administrator authorization level in the WBM.
The external offline directory is only used for the search.
X X – –
– Speed dials:
Contains all system numbers, UC and non UC users. Non UC users include stations with no UC licenses and virtual stations, like Fax, AutoAttendant.
 x x - -
INFO:
Phone numbers stored in user settings and directories should be entered in canonical format in order to be reachable both from UC and device. The access code should not be in the number.

Search in directories

You can choose whether to search in the internal directory and/or the external directory and/or the external offline directory (LDAP) and/or Outlook Contacts directory.
Searches in internal external directories and speed dials are faster. Hence, the search results for these directories are displayed first. The display of hits in the external off-line directory (LDAP) occurs after a short delay.
Note that the simple (quick) search dialog decides whether it should use a full word or partial word matching, based on the setting in the main search window. For both scenarios, OR is used as an operator for the queries; If any of the keywords (delimited with a space ' ') is found in a contact field, it is a match and the result is returned.

Contact Details in the Internal Directory

The List view of contacts shows the following details next to the presence status: Extension, Return Time, Last Name, First Name, Mobile, Assistant, External 1, External 2, Home, Fax, Email Address, Department, Site. The width of all columns is variable.

Sorting Contacts in the Internal Directory

You can sort the contacts of the internal directory by any column in ascending or descending alphanumeric order. The direction in which the triangle at a column header is pointing indicates the ascending or descending order.

Zooming in on an Entry in the Internal Directory

You can zoom in on a specific entry one character at a time in the column by which the entries are sorted. For example, you could jump to the first Last Name starting with "Sen" one letter at a time. This method can also be used in the results of a search.

Copying contacts into the external directory

An agent can save (copy), edit and delete the contact details of a call (Title, First Name, Last Name and Company) in the external directory via the screen pop. In this case, the caller's phone number is assigned and set as the Business 1 phone.
INFO:
When the license status changes, your user configurations are kept, except from the Voicemail settings.

Related information

‣ Section 12. Presence Status

OpenScape Business V3, myAgent, User Guide, Issue 15, ID: P31003P3030U125017619
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