Managing address books and contacts in zoom app

Address books consist of a number of items collected by consumers, such as their phone numbers, display names, and address information. It will be displayed in the Zoom desktop client during an active engagement if that customer is a contact in the Zoom address book, which will show in the Zoom desktop client if he or she is a contact in Zoom. The agent can add a new contact if the consumer does not appear in any of the address books, and then select the address book that the new contact belongs to. It is also possible to organize your address book with the help of address book units. It is possible to view address books and contact information using the Zoom desktop client by Zoom Contact Center admins, supervisors, and agents.

Prerequisites for managing address books and contacts

• Ownership or administrative privileges of the account

• Whether you are a Business, Education, or Pro account holder

• License for Zoom Contact Center

How to create an address book

Admins can create address books that contain contacts inside each address book unit that they create.

1. Enter the Zoom web portal and sign in to your account.

2. Click Contact Center Management from the navigation menu, and then select Address Books from the drop-down menu.

3. If you have previously created a unit, you can select it in the left-side panel.

4. Select the button Create Address Book and follow the instructions. The unit’s display name can also be expanded by clicking the plus icon.

5. Information to be provided:

   • Address book name: Specify the display name for the address book. A display name can be seen by agents.

   • Description (Optional): The address book should have a description.

6. Click Create.

7. For instructions on adding a contact to your address book, see the next sections.

How to add a single contact to an address book

1. Zoom’s web portal can be accessed by logging in.

2. The Address Books option can be found in the Contact Center Management menu.

3. Select an already-created unit on the left side of the screen followed by the address book.

4. Then click the Add Contact button.

5. You need to fill out the fields in your address book.

6. Then click Add.

How to edit or delete address book units and address books

1. Visit the Zoom website and sign in.

2. You can access Address Books by clicking Contact Center Management in the navigation menu.

3. Hover over an address book or unit you have already created in the left-side panel.

4. The ellipses icon (…) will appear. Click one of the following options:

   • Edit Unit / Edit Address Book: Display name and description may be changed for a unit or address book.

   • Delete Unit / Delete Address Book: Delete the address book or unit. There will also be a delete of all information in the address book or unit (address books, contacts, etc.).

How to edit or delete an address book contact

1. Visit the Zoom website and sign in.

2. Choosing Contact Center Management from the navigation menu will lead you to the Address Books section.

3. Select an address book and a previously-created unit from the left-side panel.

4. Choose one of these options by clicking the ellipses icon:

   • Edit Contact: Display name and description may be changed for a unit or address book.

   • Delete Contact: Contacts can be deleted.

How to delete several address book contacts

1. Zoom’s web portal can be accessed by logging in.

2. You can access Address Books by clicking Contact Center Management in the navigation menu.

3. Select an already-created unit on the left side of the screen followed by the address book.

4. Choose which contacts you want to delete by checking the boxes.

5. Delete the table by clicking on it at the top.

How to move contact to another address book

1. Visit the Zoom website and sign in.

2. Choosing Contact Center Management from the navigation menu will lead you to the Address Books section.

3. Select an already-created unit on the left side of the screen followed by the address book.

4. Choosing contacts to move is as simple as checking the boxes.

5. You can move the table by clicking the Move button at the top.

6. Then click Move to move to the new address book.