# Contact Management features

This section describes the Avaya one-X Agent features that agents can use for managing contact details.

## Contact List

The Contact List window provides a view of defined contacts and address book, that the agents can add or edit. Each contact record contains a work telephone number, home telephone number, cellphone number, and postal address. Agents can also import Contact List from existing Avaya IP Agent and Avaya IP Softphone clients, when the agents start the Avaya one- X Agent client on their desktops for the first time.

If contact center has deployed Central Management, administrators can create and manage these contacts on Central Management and push the contact to the Avaya one-X Agent client. Agents cannot modify or add the contact details from the desktop. If administrators provide necessary permission, agents can create any number of contact records, or import a contact from Outlook Contact or from the corporate directory. Agents can also manage these contacts within Avaya one-X Agent, or integrate Avaya one-X Agent with Outlook Contacts or a Lightweight Directory Access Protocol (LDAP) directory. In the Central Management, the Contact List contains records of customers, prospects, vendors, partners, experts, and are grouped for easy access.

## Outlook Contacts

The Outlook Contacts feature provides support for configuring Microsoft Outlook to include Outlook Contacts in the Avaya one-X Agent contact list. Agents can configure the Exchange Sever address with Avaya one-X Agent and import contacts from Outlook Contacts. With Outlook integration, agents can click a number on Outlook Contacts to dial a call in the Avaya one-X Agent Contact List. Agents can also search any contact in their configured Outlook directory through the Avaya one-X Agent advanced search feature.

## Directory Services

With Directory feature, agents can define and configure a public directory within the Avaya one-X Agent. Public Directory provides access to corporate or public directory services. Agents can also search public or company information using the Avaya one-X Agent advanced search feature.

## Work Log

The Work Log maintains a record of all agents' tasks, one record for each piece of work. The system groups multiple interactions within one piece of work in the same Work Log record. The Work Log record includes incoming and outgoing call, IM interaction records, TTY interaction, and media sharing. The Work Log records for IM and TTY interactions may also include transcripts. A single work log contains contact name, telephone number in case of a telephonic interaction, date/time, and interaction duration. Further, each work record contains a dialed Dual Tone Multiple Frequency (DTMF) number, screen pop name, and work code details.

Agents can search or sort Work Log records from the Avaya one-X Agent Work Log window. In addition, agents can add the search import Work Log records from the Avaya IP Agent and Avaya IP Softphone clients when an agent starts the Avaya one-X Agent client on the desktop for the first time.

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