##### USING the COMMON TOOLS > Using Contact HISTORY

# Finding Contact history

There are two ways to find a specific contact in the Contact list: you can select the contact from the Directory tab or search for the contact on the Find tab. The Directory and Find tabs are accessible from a current, new Outgoing E-Mail form or a current, new Outgoing Phone Call form, or by clicking the Contacts icon.

## Finding a Contact from a New Interaction

Open the Directory and Find tabs, by clicking the To button on the Outgoing E-Mail form or the Outgoing Phone Call form. Then you can either scroll through the Directory list and select the contact, or click the Find tab to search for the contact based on all or part of the contact's title, name, e-mail address, or phone number.

There are two types of searches: basic and advanced. The advanced search enables you to perform conditional or unconditional searches on full or partial first and last names, e-mail addresses, and phone numbers. Click Advanced to display the advanced search functions. The Advanced button will then toggle to Basic. Click Basic to return to the basic search functions.

You can also use the Contact list to find and edit existing contact records. Open the contact list from the Contacts icon, and then use the basic or advanced searches as outlined below.

Note: If you want data about your contact's interactions, click the History tab. All the contact-related interactions appear.

Note: If you are conducting your search while on a media interface, remember that clicking the contact's name enters the name on the form that opens.

### Basic Search

1. At the top of the Find tab, there are two drop-down lists that enable you to filter the contact list based on what you enter in the text box. Enter a full or partial first name, last name, e-mail address, or phone number. Your company can configure Desktop to display any attributes from the contact database in the first drop-down list, and also in the table of contacts.

The second drop-down list enables you to specify how to search the attribute you specified in the first drop-down list. The values are as follows:

- Contains: The alpha-numeric string that you enter occurs somewhere in the field.

- Begins with: The alpha-numeric string that you enter occurs at the beginning of the field.

- Is: The alpha-numeric string that you enter must match the field exactly.

2. Contacts may have more than one e-mail address or phone number, but one is specified as the default in the database. Do one of the following:

- Clear the Default only check box to search all the e-mail addresses or phone numbers for the contact.

- Leave Default only selected to search only the default e-mail address or phone number for the contact.

3. Click Find or press the ENTER key.

All the contacts that match your criteria appear. If no contacts are returned, repeat your search and change the criteria or try an advanced search.

Note: If more results are returned than can be displayed, you can use the < and > buttons to page through the list of results.

4. Do one of the following:

- From the search results, select the contact that you want. You are returned to the interaction form, and the selected contact appears in the To box.

- Click Close to return to the interaction form without selecting a contact.

### Advanced Search

1. On the Find tab, click Advanced. The advanced search fields appear.

There are multiple advanced search fields, such as: Last Name, First Name, E-mail Address, and Phone Number. Your company can specify which fields are available for you to use in an advanced search.

You can search one or more of these fields. Each field has a drop-down list to enable you to specify how to search it. The values are as follows:

- Contains: The alpha-numeric string that you enter occurs somewhere in the field.

- Begins with: The alpha-numeric string that you enter occurs at the beginning of the field.

- Is: The alpha-numeric string that you enter must match the field exactly.

2. Contact may have more than one e-mail address or phone number, but one is specified as the default in the database. Do one of the following:

- Clear the Default only check box to search all the e-mail addresses or phone numbers for the contact.

- Leave Default only selected to search only the default e-mail address or phone number for the contact.

3. For each field that you want to search:

1. In the text box, enter the text for your search.

2. From the drop-down list, select how to search the field.

4. Select the appropriate button to specify whether the search must match all or any conditions that you have specified.

5. Click Find. All the contacts that match your criteria appear. If no contacts are returned, repeat your search and change the criteria.

6. Do one of the following:

- From the search results, select the contact that you want. You are returned to the interaction form, where the contact now appears in the To box.

- Click Close to return to the interaction form without selecting a contact.

## Locating an Existing Contact Record

1. Click the Contacts icon. The Contact pane appears.

2. Use the Directory or the Find tabs (as outlined above) to locate the contact record or records that you want.

3. All contacts that match your criteria appear in the list. When a contact is selected, you can do one of the following:

- Modify the contact attributes, see Editing a Contact.

- Create a new phone call to connect the contact by clicking Make Call (if the contact has at least one phone number). An outgoing phone call form opens. If the contact has more than one phone number, Make Call acts as a drop-down list that enables you to choose the number to call.

- Create a new e-mail to send to the contact by clicking New Email (if contact has eat least one -mail address). An outgoing e-mail form opens. If the contact has more than one e-mail address, New Email acts as a drop-down list that enables you to choose the e-mail address to use.