Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice and Chat Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- Security
- Appendices
Static Entries
Static entries describe names and contacts of people/organizations that are external to your contact center. These entries appear in the directory of the Agent Desktop application. Usually these are the people/organizations that the agents of your contact center may need to call, e.g., for consultation purposes.
Note that caller IDs of inbound calls can be checked against the telephone numbers of configured static entries, and the corresponding static entry names can be displayed to agents instead of the caller ID numbers. For more information, see section Search Directory of the ServicePattern Scenario Builder Reference Guide.
To configure a static entry, select the Static Entries option from the Directory menu.
The Static Entries screen properties are described in the following table:
| Static Entries screen | |
|---|---|
| Name | Name of this entry as it shall appear in the Agent Desktop directory. Mandatory. |
| Type | Destination type. For phone contacts, select Voice. For email contacts, select Email. |
| Destination | For entry of the Voice type, destination’s phone number. For entry of the Email type, destination’s email address. |
| Directory folder | The folder of the Agent Desktop directory where this static entry will appear. You can select an existing folder or create a new one. |