Managing address book units

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An address book is a collection of consumer information like display names, phone numbers, and locations. During an active engagement, the Zoom desktop client will display information from the address book if that customer is a contact in the address book. If the consumer is not in the address book, agents can add a new contact and choose which address book the contact belongs to.

Admins can address book units to organize several address books. For example, you can create a unit for the US which contains all address books in the US.

This article covers:

Prerequisites for managing address book units

  • Account owner or admin privileges
  • Pro, Business, or Education account
  • Zoom Contact Center license

How to create an address book unit

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Address Books.
  3. In the left-side panel, click Create Unit.
  4. Specify the following information:
    • Unit name: Enter an internal display name for the unit. The unit name is not visible to agents.
    • Description (Optional): Enter a description for the unit.
  5. Click Create.
  6. Follow the instructions to create an address book in the unit.

How to delete an address book unit

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Address Books.
  3. In the left-side panel, hover over a previously-created unit or address book.
  4. Click the ellipses icon (...) and click one of these options:
    • Edit Unit / Edit Address Book: Change the unit’s or address book’s display name and description.
    • Delete Unit / Delete Address Book: Delete the unit or address book. All information (address books or contacts) in the unit or address book will also be deleted.

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