The Agent can access to the Contact Management module only if the Administrator has given him the permission (Agents -> General settings).
The Agent will see only the the Contact Lists assigned by the Administrator where he can add, update and call the contacts using the Call button.
When a call comes in one of the Triggered Queues or when the Agent starts a call, and the Outbound trigger has been created, an automatic pop-up will be shown in the Agent web interface.
If the caller is not present in the Contact List, the Agent will see the New Contact pop-up.
Here he can already find some basic information, like the phone number, and he can add other data, also comments, filling the Contact fields and clicking on Save Changes.
If the caller is already a contact, the pop-up will show his Contact Details page.
The Agent can add and update the data (also the created Custom Fields) and see the Contact Call History.
