Address Books

Address Books allow you to maintain shared contact lists that can be used for routing, identifying customers, and managing outbound campaigns.

Structure of Address Books

ZCC uses a two-tier structure for organizing contacts:

1. Top-Level Collections: Groups of contact lists (e.g., “North America Customers”).
2. Contact Lists: Individual sets of contacts containing phone numbers, emails, and custom attributes.

Configuration Steps

1. Create Collection: Navigate to Address Books and create a new collection.
2. Import Contacts:
   • Manual Entry: Add individual contacts one by one.
   • CSV Upload: Bulk import contacts using a formatted CSV file.
3. Define Attributes: Map CSV columns to contact fields (Name, Phone, Email, Account ID).
4. Sync: Enable synchronization if you are integrating with an external directory or CRM.

Using Address Books

• Flow Identification: Use the “Address Book Lookup” logic in a Flow to identify a caller and retrieve their profile data.
• Queue Priority: Route calls to a priority queue if the contact is found in a “VIP” address book.
• Outbound Campaigns: Use address book lists as the source for automated outbound dialing or SMS campaigns.

Management Best Practices

• Regular Cleanup: Remove duplicate entries or outdated contact information to ensure routing accuracy.
• Access Control: Use Roles to restrict who can view or export sensitive contact data from the Address Book.
• Data Consistency: Ensure that phone numbers are stored in E.164 format to prevent dialing errors in outbound campaigns.