Agents can consult contacts from partner platforms with one click. With Advanced Directory Sync, your agent application displays the status, or presence, of contacts from a partner platform. This removes the need for agents to switch between their agent application and partner platforms, making it an easier experience.
Key Facts about Advanced Directory Sync
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You can configure additional fields like calendars, addresses, job titles, languages, and so on.
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Filters allow you to divide directories you've created based on different fields.
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Each directory can include attributes from up to two partner platforms at once.
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Agents have the ability to see presence information in real time.
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You can have up to five directories configured for your tenant.
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Advanced Directory Sync is currently available for integrating with RingCentral, Unify (Atos), Microsoft Teams, and Zoom.
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Advanced Directory Sync is supported by CXone Agent and MAX.