Objective
This article is intended for administrators and explains where contacts and entities created in the Admin Console or Contact Center Configuration Manager are visible in Directory and Contacts views across Agent Workspace, Engage, and Work apps. It clarifies how visibility differs based on user type, and whether the user is inside or outside of an active call.
Applies To
Engage
Work apps
Understanding User Types and Access
User Types Based on Licensing
UC Users: Created in Admin Console with Work license only (UC license)
CC Users: Created in Admin Console with Work + Contact Center license (CC license)
Visibility by Entity - Users Created Via Admin Console
User Type | Agent Workspace (Outside Call) | Agent Workspace (During Call) | Engage (Contacts Panel) | Engage (During Call) | UC (Contacts Panel) | UC (During Call) |
|---|---|---|---|---|---|---|
UC Users (Work license) | Yes | Yes | Yes | Yes | Yes | Yes |
CC Users (Work + CC license) | Yes | Yes | Yes | Yes | Yes | Yes |
Visibility of Telephony Entities
Entity Type | Created Via | Agent Workspace (Outside Call) | Agent Workspace (During Call) | Engage (Contacts Panel) | Engage (During Call) | UC (Contacts Panel) | UC (During Call) |
|---|---|---|---|---|---|---|---|
Call Queues (UC) | Admin Console | Yes | No | Yes | Yes | Yes | Yes |
Ring Groups (UC) | Admin Console | Yes | No | Yes | Yes | Yes | Yes |
Auto Attendants (UC) | Admin Console | Yes | No | Yes | Yes | Yes | Yes |
Contact Center Queues | VCC Configuration Manager | Yes | Yes | No | Yes (separate transfer tab) | No | No |
Custom Contacts | Admin Console | Yes | No | Yes | Yes | Yes | Yes |
Note:
Contact Center channels configured in the Contact Center Configuration Manager are not visible in any Directory or Contacts view. However, they are displayed in the incoming call banner in both UC and CC.
Quick Reference by Application
Application | Access Point | Outside of Call | During Call |
|---|---|---|---|
Agent Workspace | Contacts icon (bottom-left) | Contact Center queues, CC users, UC users, UC entities (Call Queues, Ring Groups, Auto Attendants), Custom contacts | Contact Center queues, CC users, UC users only. No UC entities or custom contacts |
Engage (CC Users) | Contacts panel (left-side icon) | All UC users, CC users, UC entities, manually created contacts | All UC users and entities, CC users, manually created contacts, Contact Center queues (separate transfer tab) |
UC (Work Users) | Contacts panel (left-side icon) | All UC users, CC users, UC entities, manually created contacts | All UC users and entities, CC users, manually created contacts |