The Phone Book serves many purposes inside of the Browser, Desktop, and Mobile apps for each user.
Some of those purposes:
- Inbound Caller ID - Act's as a local Caller ID database for incoming calls vs the carrier provided Caller ID Name
- Outbound Quick Dial / Message - If you are calling from within one of the apps, like a mobile phone, you can select from the contact list to call or message
- Recent Interaction History - When a contact is selected, a recent interaction history is listed for context purposes
- Call Gatekeeping - In certain system configurations, you can have approved contacts still connect with you in certain statuses like (Away, Do Not Disturb, Busy) which need to exist in the Phone Book
- AI Voice Assistants - In certain AI Voice Assistant Features (coming soon) the system may rely on contacts in the Phone Book to decide how to route calls / messages depending on your configuration.
Previously, if you had a contact in your PSA, CRM, ERP due to foundational limitations of the Phone Book feature only one number was created when contacts sync over.
With this new update, we now create a contact in the phone book from a single contact in your PSA, CRM. ERP.
Example:
The contact sync does occur regularly (usually hourly) for integrated accounts, as you update contact numbers and/or create new contacts in your PSA, CRM, ERP it will update the phone book automatically.