Contacts

Active Call Contact

When a call is received or placed, the MotionCX platform will attempt to lookup a matching contact record based on the phone number or extension. If a match is found the contact record will be displayed. If a match is not found, the contact phone number will display and the contact name will be listed as Unknown.

To view or edit the contact details of a call within the MotionCX Agent application, click the Contact Details button. This will open the Edit Contact window. You may edit a contact while a call is connected, or after the call disconnects. Changes made on the Edit Contact window will be saved within the MotionCX platform and will be available in both the MotionCX Agent application and web portal.

Contact Lookup

The contact lookup contains all contacts captured within the MotionCX platform and allows you to view, modify, and interact with contacts from within the MotionCX Agent application. The contact lookup can be access anytime, even during an active call.

To access the contact lookup page, select Contacts from the left side navigation menu.

Contact Search & Filter

Contacts can be search by First Name, Last Name, Phone Number, Email, Organization, or Job Title. After selecting the field to search, enter your desired search string and press enter or click the Magnifying Glass icon to display the search results.

Contacts are categorized as either External and Internal. External contacts are contacts outside your organization such as customer, client, vendor, etc., while internal contacts are those within your organization that use the MotionCX platform. Selecting External or Internal from the selector will provide specific functionality for the type of contact selected.

External Contacts

If permissions have been granted, existing external contacts can be edited and created from the contact lookup page. To edit an existing contact, click the Edit icon next to the contacts name. To create a new contact, click the Create New Contact button.

External contacts contain quick links to case history and customer profiles related to each contact. Both links will open up the associated information in the MotionCX web portal. To view a contacts case history, click the blue Case icon next to the contact. If your organization utilizes customer profiles, you can click the blue Profile icon to view the associated customer profile.

Internal Contacts

Internal contacts provide contact information for other MotionCX users within your organization, and includes a workstate indicator displaying when those users are available for calls. The workstate indicator is displayed next to each contact and will be refreshed each time the page is viewed or refreshed. Hovering over a contacts workstate indicator will display the name of their current workstate.

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Editing & Creating Internal Contacts

The ability to edit or create internal contacts is not available within the MotionCX Agent application. This functionality is reserved for system administrators via the MotionCX web portal.

Contact Calling Options

Both external and internal contacts provide calling options based on your current call status. If you are not on an active call, you may place a call to a contact by clicking the Call button next to the contact name. If you are on an active call and click the Call button next to a contact, you will be provided with two options. You may Transfer your active call to the selected contact, or Conference in the selected contact to your active call.

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Unavailable Internal Contacts

The Call button will be disabled for internal contacts that are not set to Available or logged into their MotionCX Agent application, as well as for internal or external contacts that do not have valid phone numbers or extensions.

Favorite Contacts

Both external and internal contacts can be favorited by clicking the Star icon next to the contact. The star will become yellow indicating the contact is a favorite. Clicking the star again will un-favorite the contact.

To view favorite contacts, click the Star button under the search field. The button will become yellow and only favorite contacts will be displayed. Click the Star button again to turn off the favorites filter and show all contacts.