The Directory

The directory is a list of contacts to engage with. Various categories of contacts are available including Customers, Agents, Channels and Queues, Corporate and Internal contacts.

Which of these is available depends on the context of your current work, and also on configurations your supervisors set up.

One way to use the directory is by clicking the Directory button that shows up when and where needed. At other times the directory opens up based on the collaboration scenario you initiated, for example when transferring a chat or email task.

In all of the cases, you use the directory to select a contact to launch a new conversation to, or redirect/consult/conference an existing conversation.

Filtering the directory lists

By default the lists are not filtered.

List	Description	Filtering
Agents	A list of agents you can redirect conversations to. When business units are in use, you will only see individuals you share business units with.	Agent state, agent name and email address based filtering.
Channels and Queues	A list of channels or queues you can redirect conversations to. When business units are in use, you will only see items in your business units.	Name based filtering.
Internal contacts	Contacts from the corporate directory of your organization (Azure AD / ENtra ID) you can redirect conversations to.	Name, email address and job title based filtering.
Contact directory	Contacts from the Buzzeasy contact lists your supervisors set up to redirect conversations to.	Name, email address and phone number based filtering.
Dial out	Not a contact list, but one means of several to launch an ad-hoc outbound call to a manually entered phone number.	Nothing to filter.

Note

Not all lists are available all of the time. This depends on your work context and supervisor configurations.