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Contacts in the call adapter are organized into three different contact groups.
You can find an end-user's contact information in these contact groups, refining
your search using the search bar and filter buttons. After finding the contact
that you want, you can quickly start a call.
You can create a personal contact list if your administrator has enabled this
capability. You can also mark any contact as a favorite so you can quickly find
it later.
Start a call using a contact
To start a call using a contact, follow these steps:
In the CCAI Platform portal, click callCall. The call adapter appears.
Click Start call.
Click the Directory tab. The outbound call directory appears, displaying
the following contact groups. The display number next to each contact group
name indicates how many contacts are displayed in the group.
Favorite: the contacts that you have marked as your favorites. For
more information, see Mark contacts as
favorites.
Personal: all of the external contacts that are available to you.
This includes contacts from the following:
The global contact list, if it's available to you. For more
information, see Contact lists.
Any custom contact lists that are available to you. For more
information, see Contact lists.
All: all of the contacts from the Personal contact group, plus
your call center's internal contacts.
To find the contact that you want to call, do the following:
Next to the contact group that you want, click expand_moreExpand more.
Optional: Type a contact name in the search bar and press Enter to
reduce the number of contacts that display. If searching reduces the
number of contacts displayed, the display number is also reduced.
Optional: Click the filter buttons below the search bar to further
filter the contacts that display. If filtering reduces the number of
contacts displayed, the display number is also reduced.
Click the contact that you want to call, and then click Call.
To create a personal contact list, follow these steps:
In the CCAI Platform portal, click callCall. The call adapter appears.
Click Start call.
Click the Directory tab. The outbound call directory appears.
Next to Personal, click tuneFilter. Your personal contact list appears.
To create a new destination in your personal contact list, do the following:
Click Add a new destination. The Add destination page appears.
Under Destination name, enter a name.
Under Destination phone number, enter a phone number.
Optional: Click the Create CRM records for outbound calls to this
contact.
Click Add.
Repeat the previous step for each new destination that you want to add.
Click chevron_leftBack to return to
the contact directory. The contacts that you added to your personal contact
list are included in the Personal and All contact groups.
Click closeClose to close the
window.
Mark contacts as favorites
You can mark any contact that you can view in the agent adapter as a favorite.
To mark contacts as favorites, follow these steps:
In the CCAI Platform portal, click callCall. The call adapter appears.
Click Start call.
Click the Directory tab. The outbound call directory appears.
Next to Favorites, click tuneFilter. The Select your favorite page appears.
Click starStar next to all of the
contacts that you want to mark as favorites.
Click chevron_leftBack to return to
the contact directory.
Next to Favorites, click expand_moreExpand more to see your new favorite contacts.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[],[],null,["# Use contacts\n\nContacts in the call adapter are organized into three different contact groups.\nYou can find an end-user's contact information in these contact groups, refining\nyour search using the search bar and filter buttons. After finding the contact\nthat you want, you can quickly start a call.\n\nYou can create a personal contact list if your administrator has enabled this\ncapability. You can also mark any contact as a favorite so you can quickly find\nit later.\n\nStart a call using a contact\n----------------------------\n\nTo start a call using a contact, follow these steps:\n\n1. In the CCAI Platform portal, click call\n **Call**. The call adapter appears.\n\n2. Click **Start call**.\n\n3. Click the **Directory** tab. The outbound call directory appears, displaying\n the following contact groups. The display number next to each contact group\n name indicates how many contacts are displayed in the group.\n\n - **Favorite** : the contacts that you have marked as your favorites. For\n more information, see [Mark contacts as\n favorites](#mark-contacts-as-favorites).\n\n - **Personal**: all of the external contacts that are available to you.\n This includes contacts from the following:\n\n - Your personal contact list, if you have created one. For more\n information, see [Create a personal contact\n list](#create-personal-contact-list).\n\n - The global contact list, if it's available to you. For more\n information, see [Contact lists](/contact-center/ccai-platform/docs/contact-list).\n\n - Any custom contact lists that are available to you. For more\n information, see [Contact lists](/contact-center/ccai-platform/docs/contact-list).\n\n - **All** : all of the contacts from the **Personal** contact group, plus\n your call center's internal contacts.\n\n4. To find the contact that you want to call, do the following:\n\n 1. Next to the contact group that you want, click expand_more **Expand more**.\n\n 2. Optional: Type a contact name in the search bar and press **Enter** to\n reduce the number of contacts that display. If searching reduces the\n number of contacts displayed, the display number is also reduced.\n\n 3. Optional: Click the filter buttons below the search bar to further\n filter the contacts that display. If filtering reduces the number of\n contacts displayed, the display number is also reduced.\n\n5. Click the contact that you want to call, and then click **Call**.\n\nCreate a personal contact list\n------------------------------\n\nYou can create a personal contact list if your administrator has enabled this\ncapability. For more information, see [Enable agents to create a personal\ncontact list](/contact-center/ccai-platform/docs).\n\nTo create a personal contact list, follow these steps:\n\n1. In the CCAI Platform portal, click call\n **Call**. The call adapter appears.\n\n2. Click **Start call**.\n\n3. Click the **Directory** tab. The outbound call directory appears.\n\n4. Next to **Personal** , click tune\n **Filter**. Your personal contact list appears.\n\n5. To create a new destination in your personal contact list, do the following:\n\n 1. Click **Add a new destination** . The **Add destination** page appears.\n\n 2. Under **Destination name**, enter a name.\n\n 3. Under **Destination phone number**, enter a phone number.\n\n 4. Optional: Click the **Create CRM records for outbound calls to this\n contact**.\n\n 5. Click **Add**.\n\n6. Repeat the previous step for each new destination that you want to add.\n\n7. Click chevron_left **Back** to return to\n the contact directory. The contacts that you added to your personal contact\n list are included in the **Personal** and **All** contact groups.\n\n8. Click close **Close** to close the\n window.\n\nMark contacts as favorites\n--------------------------\n\nYou can mark any contact that you can view in the agent adapter as a favorite.\n\nTo mark contacts as favorites, follow these steps:\n\n1. In the CCAI Platform portal, click call\n **Call**. The call adapter appears.\n\n2. Click **Start call**.\n\n3. Click the **Directory** tab. The outbound call directory appears.\n\n4. Next to **Favorites** , click tune\n **Filter** . The **Select your favorite** page appears.\n\n5. Click star **Star** next to all of the\n contacts that you want to mark as favorites.\n\n6. Click chevron_left **Back** to return to\n the contact directory.\n\n7. Next to **Favorites** , click expand_more\n **Expand more** to see your new favorite contacts.\n\n8. Click close **Close** to close the\n window."]]