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Overview
Directory allows agents to quickly access interactions with users who are not on INO cx, whether for collaborative purposes or for transferring interactions.
Using the directory, you can add contacts via the Maker, which can be structured in folders.
They will then be used in the small Banner. Buttons will allow the user to make a call (Smart/Direct), send an SMS (Smart/Direct) or compose an e-mail. All this will be available if the user has the required rights.
Prerequisites
First of all, users intending to use the directory must have flow rights and outgoing interaction rights.
User flow rights can be set in the Maker’s User sub-module.
The right to outgoing interactions for a profile can be set in the Maker’s profiles sub-module.
Set it up (Maker)
To set up your directory, go to the ‘Toolbox’ module, ‘Directory’ sub-module. If you have the necessary rights, you can perform several actions.
🔍 SEARCH
From this page, you’ll find a list of folders that have already been set up. You can use the search bar to perform a search.
You can export contacts to a spreadsheet, which will then appear in ‘My account’ > ‘My exports’.
✚ CREATE
You can add:
- a contact
- a folder containing one or more contacts.
To help you, you can also download a CSV template file to fill in, and import contacts.
✏️ MODIFY/DELETE
For each item in the list, you can
- enter the item (and be able to fill it in)
- duplicate it, move it (for example, add a contact to a folder), see history, manage access rights
- modify it
- delete it
Give access (Maker)
In the Maker, ‘User’ module, ‘Profile’ sub-module, ‘configuration’ tab, ‘directory’ sub-tab, you can give access to the entire directory, and remove access to directory folders.
To give one or more profiles access to a directory folder, this is done directly in the directory folder concerned.
To do this, click on the cogwheel, then ‘Manage access rights’.
Here’s how to add or remove rights to a profile:
Now you’re ready to use them in the small Banner!