Phonebooks for agents and the attendant console

What it is for

The phonebooks of this area supply the agent workplace and the attendant console with contacts. A phonebook has one or more sources. At every synchronisation, EasyUC reads all active sources again and rebuilds the entries of the phonebook from them.

If the same people are in several sources, EasyUC can merge them into one entry using a key field. Field by field, the first non-empty value in the order of the rank of the sources then wins.

For every entry, the workplace shows the line status from the CUCM and, if available, the Teams presence. The page contains a diagnosis for this.

Prerequisites

Licence module acd.
Permission: ROLE_APP_ACD_WORKSPACE and ROLE_APP_ACD_PHONEBOOK to view, additionally ROLE_APP_ACD_PHONEBOOK_EDIT to change. Administrators with ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN have all rights of the area.
Depending on the source: a CSV file, an LDAP read account, a read-only database account (MySQL/MariaDB or PostgreSQL), an active CUCM connection or a Teams tenant with Graph credentials.
For Teams as a source, the app registration of the tenant needs the application permission User.Read.All, for the presence Presence.Read.All, each with admin consent.
For the line status: Live monitoring for all devices must be switched on at every CUCM connection (chapter "Active calls and live monitoring").

Step by step: Create a phonebook with a source

Open Calling Features → Calls → Phonebook.
Click New phonebook, enter Name and, if required, Description, and click Save.
Select the phonebook on the left. The tab Sources opens on the right.
Behind Add source, click the required type: CSV, LDAP, SQL, CUCM or Microsoft Teams.
Enter Name and Rank and fill in the fields of the type. For CSV, select the file and the Separator.
Click Save.
Click Test connection (for CSV: Read stored file). EasyUC shows the number of records found, the Columns found and a preview.
Under Field mapping, assign a column of the source to every field of the phonebook. Suggest prefills the mapping automatically.
Click Save and then Synchronise now at the top.
Switch to the tab Entries and check the result.

Step by step: Merge several sources

Add the further sources to the phonebook and give the leading source the smallest Rank.
Switch to the tab Settings.
Switch on Merge records coming from several sources.
Under Key field (UID), select a field that carries the same value in all sources, for example the e-mail address.
Click Save and then Synchronise now.

Step by step: Release a phonebook and check the line status

Open Calling Features → Calls → Agents, tab Teams, and click the phonebook under Phonebooks in the team. Save the team.
For the attendant console, assign the phonebook to the console in the tab Contacts & lamp field.
On the phonebook page, expand Check line status.
Under Test a phone number, enter a number that is on a call right now and click Check. The check reads the call service fresh and changes nothing.

Fields and options

Fields and options
Field / action	Meaning and use
Name / Description	Name is required. Agents see the description at the workplace.
Merge records coming from several sources	On: Rows with the same value in the key field become one entry. Rows without a value remain separate entries. Off: Every row of every source becomes a separate entry.
Key field (UID)	Required when merging. Field by which records are recognised.
Rank	1 to 9999. When merging, the smaller number wins.
Active	Only active sources are synchronised.
CSV	CSV file, Separator (Detect automatically, Semicolon, Comma, Tab, Pipe), First row holds the column names.
LDAP	Server, Port, Encryption (none, LDAPS (SSL), StartTLS), Page size, Bind DN, Password, Search base, Filter.
SQL	Type (MySQL / MariaDB or PostgreSQL), Server, Port, Database, User, Password, Query. Read only. Every column of the result can be mapped.
CUCM	CUCM connection, Which end users (All end users (local and LDAP), Only users created in the CUCM, Only users synchronised from LDAP), only users with an extension, only active users.
Microsoft Teams	Teams tenant. Takes over every user of the tenant through Microsoft Graph. Tenants without Graph credentials cannot be selected.
Field mapping	Which column of the source fills which field. Fields that are not mapped remain empty. For CUCM and Teams, the server prefills a mapping when saving.
Synchronise now	At the top for the whole phonebook, in the source list for a single source.
Entries	Search across name, company, number, e-mail. Columns: Name, Company, Department, E-mail, Phone, Mobile, Source.

Check the result and narrow down errors

The tile of the phonebook shows the number of entries and sources, the time of the last synchronisation and the assigned teams. merged marks active merging.
never synchronised: Click Synchronise now.
not assigned to a team: Agents do not see the phonebook yet.
The source could not be read. or a message from the source: Check credentials, server, filter or query. In the source list, the last error message is shown below the name.
Save the source first, then the connection can be tested and the columns read.
A person appears twice: Merging is off, or the key field is empty or spelled differently in one source.
Diagnosis Keine Adresse des Anrufdienstes hat geantwortet. (no address of the call service answered): Without the call service there is no line status. Check the JTAPI service.
Diagnosis Not every active CUCM connection reports its calls for all devices.: Switch on live monitoring with all devices. Until then, a line without a call is not reported as free.
The tested number does not appear in the running calls: Compare the notation. The phonebook entry only matches a call if the digits are identical. The line Compared as shows the normalised number.