Advanced Analytics - Settings - How to create contact directories

Description: The purpose of this article is to provide a detailed overview of the process for creating Contact Directories through the Settings section of Ooma Enterprise Advanced Analytics.

Advanced Analytics serves as the primary digital workspace for end-users involved in call analytics. Within this portal, users can access various tools and features to efficiently manage and supervise their call analytics.

Once you are within the "Settings" section of Advanced Analytics, navigate to the "Contact Directories" option in the newly introduced left-hand menu of the "Settings" section. Clicking on it will open the corresponding page.

To create a Contact Directory, press the "+Add Contact Directory" button. 

A pop-up dialog menu will appear on the right-hand side of the window.

There are five fields that need to be configured here.

• Name: this field is used to input the name for the newly created contact directory.
• Description: here you can add an optional description if desired
• Source Type: upon clicking on this field, a drop-down menu will appear with a list of source type options. The interface will vary slightly depending on the option you select. The corresponding sections of this article will provide a detailed description of each variation.

• Manual: by choosing this option, you will be able to manually add contact records to the newly created contact directory.
• CSV: selecting this option will disable the ability to manually add contact records to the recently created contact directory. Instead, a new button will be visible in the table of existing directories, which, when pressed, allows you to import contacts using a CSV file.

• Global access to all users: by enabling or disabling this option, you can control who has access to contact directory.
• Allow User to add, edit & remove contacts: by deactivating this option, you will remove the capability to manually input contact records into the newly created contact directory.

If you have selected the CVS source type, this option will be concealed within the dialog form.

On the next page of this dialog form, there are many fields that can be configured optionally. The first section of these fields cannot be modified.

Whereas the second and third sections allow for field renaming.

This feature proves useful in facilitating the matching of fields when importing a CSV file containing contact information.

On the last page of this dialog form, you can configure screen popping.

If the contact information has been imported from a web-based CRM, it may be possible to provide Connect users with a screen-pop link when they are on a call to a directory contact.

When the screen-pop link is populated for a directory, the specific details of the contact will be added to the link at runtime, allowing the user to gain quick access to the contact's CRM record without having to search.

The following table provides a summary of the placeholder values that can be utilized to populate the URL with contact-specific information during runtime. In most instances, it will be necessary to include the CRM ID in the URL to effectively pop the contact record.

If for example the screen pop URL was configured with this link,  <https://crmurl.com?recordid={CRM ID}>. So, when speaking to a contact with a CRM ID of 3025, the URL would be updated to <https://crmurl.com?recordid=3025> for the user to request from their default browser.

Connect will invoke the URL on the user's default web browser. For the screen pop to work correctly, the user may have to log into the CRM first if they do not have it open already.

Upon clicking the "Save" button, the new Contact Directory will be created and placed in the table of existing directories.

As you can see, directories using various source types have distinct interfaces. The directory associated with the CSV source type includes an additional "Import" button.

After pressing this button, a pop-up dialog menu will appear on the right-hand side of the window prompting you to upload a CSV file with the desired contact information.

In the case of directories where the "Manual" source type has been selected, clicking on the Directory Name will grant you access to the interface for manually adding contacts.

Once you access the desired contact directory, you will find the table of contact records along with a "+Add Contact" button.

Although there may be existing records in the contact directory, they will not be visible initially. This is because the contacts view is not automatically populated due to the potential presence of thousands of entries. To view the contacts, you need to use the Search Bar and perform a search.

Press the "+Add Contact" button to create a new contact for this contact directory. A pop-up dialog menu will appear on the right-hand side of the window prompting you to input the contact details.

You have the freedom to complete any number of fields you want. To ensure a contact record is stored in a contact directory, it is essential to have at least one field completed.

Upon clicking the "Save" button, the contact record will be stored and saved in the contact directory's table of contacts as configured.

As mentioned earlier, no records in the contact directory will be visible by default. To locate the newly created record, use the Search Bar and search for it using known parameters such as name or phone number.

To modify the contact record, simply click on the "Edit" button, and the right-hand side of the window will display the same pop-up dialog menu for entering contact details. To remove the contact record from this contact directory, click on the "Delete" button, and a pop-up window will appear, prompting you to confirm the action by typing "delete."

The same action buttons are also provided for the contact directories.