Purpose and location
Maintain a shared directory for extensions, services, feature codes and external contacts.
Open Overview → Phonebook. The available controls depend on the active edition, module entitlement, role and tenant scope.
Before you start
No configuration change is required to read this screen. Confirm the selected tenant or platform scope and the time zone before interpreting live state.
Capture the current value or export the affected records before a bulk or routing change. This gives the operator a precise comparison point and makes a supported transaction undo easier to assess.
Step-by-step workflow
Complete the steps in order. Do not combine an initial configuration with unrelated cleanup; small, attributable changes are easier to test and reverse.
- Choose the directory group.
- Add or import contacts with normalized numbers.
- Control visibility and dial/chat availability.
- Export before a large cleanup.
Field reference
Use the reference below while completing the form. Fields hidden by edition, module entitlement or role are intentionally unavailable to the signed-in user.
- Name
- Display label shown in web and desktop dialers.
- Number
- Dialable extension, service code or external destination.
- Category
- User/extension, service, feature code or custom contact.
- Visibility
- Tenant-wide or restricted directory presentation.
Acceptance checks
A saved record is only the beginning of validation. Run every relevant check below and retain the call-session ID, time and result when telephony is involved.
- Search for the new entry from both an administrator and an ordinary user.
- Place a test call from the web or desktop dialer and confirm chat is offered only for extensions.
Common mistakes and safe recovery
If a check fails, stop adding changes. Restore the previous value or use a supported transaction undo, regenerate PBX configuration, then repeat the smallest failing test.
- A healthy summary does not replace an acceptance call after routing, media or carrier changes.
What to include in a support case
Provide the tenant, module and object name, local time with timezone, expected result, observed result and the most recent successful state. For a call problem, include the logical call-session ID and the redacted SIP/SDP text diagnostic before requesting PCAP.
Never paste passwords, private keys, raw license payloads or unredacted customer media into a ticket. Use the one-time diagnostic grant and attachment controls when support requests additional evidence.