Static EntriesStatic entries describe names and contacts of people/organizations that are external to your contact center. These entries appear in the [[agent-guide/HowtoUsetheDirectory|directory]] of the Agent Desktop application. Usually these are the people/organizations that the agents of your contact center may need to call (e.g., for consultation purposes). For convenience, related static entries are arranged in folders. By default, agents are able to see static entries in all folders that are defined here. You can select specific folders that the agents of a particular team will be able to see via the [[contact-center-administrator-guide/Teams|Team properties]]. Note that caller IDs of inbound calls can be checked against the telephone numbers of configured static entries, and the corresponding static entry names can be displayed to agents instead of the caller ID numbers. For more information, see section [[scenario-builder-reference-guide/SearchDirectory|Search Directory]] of the ''Scenario Builder Reference Guide''.To configure a static entry, select the '''Static Entries''' option from the ''Directory'' menu.[[File:Static-Entries-50.png|thumb|800px|center|Directory > Static Entries]]The ''Static Entries'' screen properties are described as follows.''Name'' is the name of the static entry as it shall appear in the Agent Desktop directory. This field is mandatory.''Type'' is the destination type. For phone contacts, select '''Voice'''. For email contacts, select '''Email'''.For entry of the ''Voice'' type, ''Destination'' is the destination’s phone number. For entry of the ''Email'' type, ''Destination'' is the destination’s email address.Note that if the destination is an IVR, the phone number can include pauses and digits required to get to the desired contact or self-service option. Comma symbols are used for pauses; each comma will delay dialing of the next digit by one second (e.g., 18005552222,,,5,,245). For more information, see the ''Agent Guide'', section [[Agent-guide/Tutorials/Calls/HowtoSpeedDialThroughExternalIVRs|How to Speed-Dial Through External IVRs]].''Directory folder'' is the folder of the [[agent-guide/HowtoUsetheDirectory|Agent Desktop directory]] where this static entry will appear. You can select an existing folder or create a new one.Teams can view either all static entries in the directory or selected static entries only. By limiting ''Directory Static Entries'', you control who can view particular ''static entries'' (i.e., the names and contacts of people/organizations that are external to your contact center) that appear in the [[agent-guide/HowtoUsetheDirectory|directory]] of the Agent Desktop application. As noted in the Static Entries section, these entries are usually the people/organizations that the agents of your contact center may need to call (e.g., for consultation purposes).Static entries are limited at the team level, not the user level. You can limit the static entries visible to a ''Team'' that contains one or more users, but you cannot limit the static entries visible to a single user.'''Step 1: Update team information.'''* Go to the ''Configuration'' panel on the left-hand side of the Agent Desktop application.* Navigate to ''Users & Teams'' and click '''Teams'''.* Select a '''Team Name''' from the list shown.* From the ''Properties'' tab, locate the property ''Directory Static Entries. There are two options: '''All''' or '''Selected'''. This is where you limit the directory static entries visible to a team. '''All''' allows the team users to view all static entries in the directory. '''Selected''' sets the specific static entries that are visible to the team.[[File:Directory-Static-Entries.png|800px|center|Users & Teams > Teams > Properties > Directory Static Entries]]'''Step 2: Edit selected static entries.'''* To limit which static entries are visible to the team, choose '''Selected''' and click '''edit'''.* On the left-hand panel, '''Not Selected''', click a '''Directory Group''' to highlight it, and use the arrow controls to move the desired directory group to the right-hand panel, '''Selected'''.In the example image shown, the properties for a team called Maintenance Renewal are being modified. Two directory groups, Accounting and Banking, have been moved to '''Selected'''. After hitting OK, the members of that team will be able to see only Accounting and Banking static entries when they browse the directory on their Agent Desktop application.[[File:Select-visible-Directory-Groups-Example.png|650px|center|Two directory groups are made visible to the team.]]As shown, the Maintenance Renewal team's properties now indicates the directory static entries that are visible to the team. From the Agent Desktop application, members of the Maintenance Renewal team can view only Accounting and Banking groups in the directory.