04/29/19 20:04 PM  

Directory Sync - Overview | RingCentral Contact Center

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SummaryRingCentral Contact Center Directory Sync is a RingCentral Contact Center feature that allows Contact Center agents to consult / transfer calls to any RingCentral Office extension available on the account’s corporate directory. This article describes the functionality of the Directory Sync feature for RingCentral Contact Center.
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Directory Sync - Overview
Directory Sync is a RingCentral Contact Center feature that allows Contact Center agents to consult / transfer calls to any RingCentral Office extension through the “Corporate Directory” dynamic address book accessible via their agent adapter. It updates the Corporate Directory, through a daily sync (default at 2:00 am US/Mountain Time), to be aligned with the latest RingCentral Office user lists and is available to any RingCentral Contact Center free of charge. 
 

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Directory Sync also supports presence tracking for Corporate Directory entries in agent address books. Agents, when looking up a Corporate Directory entry (e.g. to do a consult / transfer) in their address books, will see a color icon telling whether the entry is available for a call or not:

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• Gray - Offline
• Green - Available
• Red - Unavailable/Busy

Directory Sync is enabled if:

• You see Dynamic type address book named “Corporate Directory”.  You can follow the steps on Address Book - Assign/Unassign to/from a User, Campaign, Team, or Skill if you want to modify assignment of this address book.

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• You see “Corporate Directory” in the agent console’s address book.
 
MAX
Agent Adapter for Salesforce
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If you want Directory Sync enabled on your account, open a case on the support site or contact RingCentral Customer Support.

See also:
Directory Sync - Frequently Asked Questions 
Team Sync - Overview
Team Sync - FAQ 

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