Sangoma CX Phone Book Management Guide

Introduction

The Sangoma CX CRM module provides a customizable Phone Book feature. This feature provides the following services:

• Identify the customer calling the contact center by using the Caller ID as a search field.

• Enables Agents to make calls more quickly by searching for the customer's name or Identification number.

• Store information about a customer or contact for future caller identification and reference.

Administrators, Managers and Supervisors have the ability to customize the Contact fields within the Phone Book. Additionally they can import, export, search, view, create, edit, delete, and restore Phone Book contacts.

Agents have the ability to search, view, add, edit, and delete contacts. For more information regarding the Agent View and function reference the Contact Management section of the Agent User Guide.

What modifications that have been done to contacts are visible to all users via a trace log within the contact screen, detailing: what and when was changed and by whom.

Requirements

Sangoma CX Tier

This feature is only available with the Advanced and Premium Sangoma CX Tiers. You can review the tier enabled in your CX tenant by clicking the name associated with the logged user in the upper right corner on the Sangoma CX portal.

If you want to upgrade your current tier to enable this capability, please contact your Sangoma Partner or a Sangoma Sales Representative.

Accessing the Sangoma CX Phone Book

All features related to the Phone Book are available under the CRM menu

Customizing the Contact Template: Dynamic Fields

The default contact template has the following contact fields:

• Identification:

  • Name: text.

  • E-mail: text.

  • Id Number: text.

• Localization:

  • Address: text.

  • Zip Code: number.

  • City: text .

  • State: list with 2 letter State.

  • Pin Code: text.

  • Active: true/false.

• Phones: allows to add many phones providing

  • Number: number.

  • Label: text.

To Add or Edit custom fields to the Contact Fields Template, click on the menu CRM > Dynamic Fields. This will open a screen with a list of previously created fields.

Add Dynamic Fields

Note: Once a Dynamic Field is created, it cannot be deleted.

1. Click the “Create Dynamic Field” button. The following modal window will be displayed.

2. Set all values based on the desired behavior and content the Dynamic Field will store.

3. If “Has Predefined Values?” is selected, the screen will allow for defining multiple values, making the Dynamic Field behave as a selector of the values provided.

4. Click on the Create button.

Edit a Dynamic Field

1. Click the Edit button to the right of the Dynamic Field to be edited. The following screen will be displayed, showing the current settings of the field.

2. Change any setting of the Dynamic Field to comply with new content requirements.

3. Click on the Save button.

Managing Contacts

To Create, Edit, Delete, Import or Export contacts, from the menu, select CRM > Contacts.

Creating Contacts

1. To create a contact, click the Create Contact button.

2. The following window will be displayed.

3. Fill out the contact fields.

4. Click the Create button.

Editing Contacts

1. To edit a contact Click the Edit button to the right of the desired contact.

2. The following window will be displayed, with the current contact information.

3. Update the contact as required.

4. Click the Save button.

Note: If the contact has been previously modified, a trace log of what and when and who changed it is displayed in the History section of the screen.

Deleting Contacts

1. Click the Remove button of the contact

2. A message asking to confirm the deletion of the contact is displayed. Click the OK button to confirm.

Exporting Contacts

1. To export all Contacts click on the Actions button and select Export Contacts.

2. A CSV file will download with all the Contacts details.

Importing Contacts

Note: Do not import more than 5000 contacts at once.

1. To import contacts click on the Actions button, and select Import Contacts.

2. The following screen will be displayed.

3. Click in the “Download Template” to get an empty template. This template will change when new Dynamic Fields are added, so it is critical to always download and use an up to date template to avoid getting errors when importing.

   1. Please note the Phones is the last filed in the template

   2. You can use the following phone format for this field:

      1. [phone label] - [phone number]

      2. [phone number]

   3. You can add multiple phone numbers to a contact by filling out one column per number after the Phones field column and using the previously described field format.

4. Once the template is filled out click in the Choose File button and select the file you want to import.

5. You can detail the behavior of the import process by configuring the following settings.

6. Click the Submit button.

7. The import process will list the contacts to be imported.

8. Click the Continue button to complete the import process.

9. Once imported a message will display the number of contacts updated, imported, archived and ignored. The screen will show the full list of contacts currently in the system.

View Archived Contacts

• To access the list of archived/deleted contacts from the menu select CRM > Archive.

• A list of deleted contacts is displayed.

• From this screen you can restore previously deleted contacts by clicking the Recover button.

• This screen also allows you to Edit the deleted Contact without restoring it by clicking the Edit button.