Merge External Contacts

As an agent or supervisor, you can manually merge two external contacts to clean up duplicate contacts.

For example, you can merge duplicate contacts with the following information:

CONTACT NAME	EMAIL	PHONE	EXTENSION	MOBILE PHONE

Juan		4556677999	333	9454345444
Juan Mata	Juan.matta@as.com	4556677999	334	;

After you merge two contacts, the resultant contact is as shown below:

CONTACT NAME	EMAIL	PHONE	EXTENSION	MOBILE PHONE

Juan Mata	Juan.matta@as.com	4556677999	334	9454345444

To merge external contacts

Click Contacts, and in the Search field, type the contact name.
Ignite displays a list of contacts matching the search.
Under Results, hover over the source contact avatar and click Merge. Alternately, click the source contact and then click the Merge icon.
The Merge Contacts window is displayed with details for the selected source contact.
In the Merge Contacts window, in the Search field, type the target contact name.
Ignite displays the contact you have searched for.
Hover over the target contact avatar and click to select it and click OK.
In the Merge contacts window, the source and target contact details are displayed.
In the Merge Contacts window, from Select Fields, select the contact details you want to display in the merged contact. The selected details are displayed under Result Contact. A dialog box appears, displaying the message: “Are you sure you want to merge these contacts?”.
In the dialog box, click OK to merge the contacts.
Note:
When you merge external contacts, the changes are updated in cases and their associated calls.