Creating a List of Frequently Dialed Phone Numbers

Access the Shared Phone Book page using either of the following navigation paths, whichever is appropriate to you:

PeopleTools, and then MultiChannel Framework, and then CTI, and then Shared Phone Book (if you are using the CTI server) or PeopleTools, and then MultiChannel Framework, and then Third-Party Configuration, and then CTI Configuration, and then Shared Phone Book (if you are using a third-party routing server).

This example illustrates the fields and controls on the Shared Phone Book page. You can find definitions for the fields and controls later on this page.

On this page, you can manage a list of frequently dialed phone numbers for a specific CTI configuration. These numbers appear when an agent connected to that CTI configuration selects the drop-down list box when dialing a number from the CTI Console. This saves the agents from manually entering any dialed numbers present in that CTI configuration when making outbound calls.

Note:

Phone lists are updated on the CTI Console only after the CTI Console launches. To refresh phone lists, refresh the browser and reactivate the console.

Field or Control	Description
Phone Number	Enter a frequently dialed phone number to associate with this configuration.
Type	Select one of the following values: DN (directory number): The number that identifies a telephone set on a PBX or in the public network. The caller dials this number to establish a connection to the addressed party. The DN can be a local PBX extension (a local DN) or a public network telephone number. Queue The directory number that identifies an ACD queue or group. Calls to a group are distributed to agents belonging to the group, according to ACD algorithms.
Description	Add a description for the telephone number.